Product Support Specialist I - Smart Maintenance

Recruiters: James Martinez ([email protected]) Customer Care Remote, United States

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Description

Hi, We’re AppFolio. 

 

We’re innovators, changemakers, and collaborators. We’re more than just a software company – we’re pioneers in cloud and AI who deliver magical experiences that make our customers’ lives easier. We’re revolutionizing how people do business in the investment management industry, and we want your ideas, enthusiasm, and passion to help us keep innovating.
We love where we work, and you can, too.

Looking for your next adventure in tech?

At Appfolio, we’re revolutionizing property management with cutting-edge software that’s making life easier for Property Managers, residents, and their partners. Think you’ve got what it takes to be part of our Smart Maintenance team? Let’s find out.
We’re looking for a Product Support Specialist I who thrives in a fast-paced, problem-solving environment where no two days are the same. You’ll be the friendly voice and problem solver behind the scenes, ensuring maintenance requests are handled with care, precision, and a little bit of magic.

What You’ll Do:

  • Be the first point of contact for maintenance work orders, clarifying tenant requests and assessing issues with laser focus.

  • Use your critical thinking skills to make informed decisions.

  • Keep Property Managers in the loop and ensure residents know their requests are in safe hands.

  • Share feedback on process changes, trends, and improvements—your voice matters!

  • Switch gears effortlessly to support text and online maintenance queues when needed.

  • Communicate like a pro: clear, concise, and with a friendly tone that feels human and approachable.

  • Go above and beyond for our business, customers, and teammates—because that’s what you do.

What were looking for:

  • A passion for problem-solving and a knack for diagnosing issues on the fly.

  • A simple, friendly, and authentic communication style (think “helpful neighbor”).

  • The ability to adapt quickly and juggle multiple tasks without breaking a sweat.

  • A love for feedback—both giving and receiving it like a champ.

  • An eagle eye for detail that ensures nothing slips through the cracks.

  • A strong work ethic and a drive to exceed expectations every single time.

 

Nice To Have:

  • Being fluent in Spanish (not required but nice to have)

  • Prior experience working in a remote environment or call center.

  • Prior experience in maintenance services using a work order system.

Must Haves:

  • 1–2 years of experience in customer service, help desk, or similar roles.

  • The flexibility to work weekends (we’re 24/7/365, including holidays).

  • A dedicated, quiet space for your remote home office setup.

  • A proven track record of meeting or exceeding performance metrics (for internal applicants: at least 90 days).

Why join us?

This isn’t just another customer support role—it’s a chance to grow your career in a company that’s reimagining the future of property management. You’ll work with innovative tools and amazing teammates who are just as driven as you are to make a difference.
If you’re ready to bring your A-game and a passion for making things better, we want to hear from you. 
 Apply today, and let’s make property management smarter together.
 

Compensation & Benefits

The hourly wage that we reasonably expect to pay for this role is: $18 - $22 per hour.
The actual base salary/hourly wage for this role will be determined by a variety of factors, including but not limited to: the candidate’s skills, education, experience, etc. 
Please note that base pay is one important aspect of a compelling Total Rewards package. The base pay range indicated here does not include any additional benefits or bonuses/commissions that you may be eligible for based on your role and/or employment type.

 Regular full-time employees are eligible for benefits - see here.
 

Why AppFolio

Grow | We enable a culture of high performance, where delivering results is recognized by opportunities for growth and compelling total rewards. Our challenging and meaningful work drive the growth of our business, and ourselves.

Learn | We partner with you to realize your potential by investing in you from the start. We're cultivating a team of big thinkers through coaching and mentorship with our best-in-class leaders, and giving you the time and tools to develop your skills.

Impact | We are creating a world where living in, investing in, managing, and supporting communities feels magical and effortless, freeing people to thrive. We do this by innovating with purpose while cultivating a culture of impact. We learn as much from each other as we do our customers and our communities.

Connect | We excel at hybrid work by fostering an environment that feels flexible, personal and connected, no matter where we are. We create space to fuel innovation and collaboration, and we come together to celebrate, connect, and succeed.

Paddle as One.

Learn more at appfolio.com/company/careers

Statement of Equal Opportunity

At AppFolio, we value diversity in backgrounds and perspectives and depend on it to drive our innovative culture. That’s why we’re a proud Equal Opportunity Employer, and we believe that our products, our teams, and our business are stronger because of it. This means that no matter what race, color, religion, sex, sexual orientation, gender identification, national origin, age, marital status, ancestry, physical or mental disability, or veteran status, you’re always welcome at AppFolio.

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