Product Support Specialist I - Smart Maintenance

Description Hi, We’re AppFolio AppFolio is more than a company. We’re a community of dreamers, big thinkers, problem solvers, active listeners, and multipliers. At every opportunity, we set the pace while delivering innovation built to carry real estate into the future. One in which every experience feels effortless, yet meaningful. Where customers are empowered to take on any opportunity. We show up as one team, connected by our values to be a force for good. Because together, we have the power to create extraordinary outcomes for our customers, our communities, and ourselves. The Product Support Specialist I – Smart Maintenance position plays a key role in supporting AppFolio’s industry-leading Maintenance Performer product. In this role, you’ll handle escalated maintenance work orders that require a deeper level of investigation and coordination. You’ll use your expertise to clarify complex or unclear requests—often by reaching out directly to residents for additional details or connecting with vendors to ensure timely and accurate service. Your work will be key to streamlining communication and resolving issues that impact the overall experience for property managers, vendors, and residents alike. This is a customer-facing position focused on live voice and digital queues and requires a balance of communication savvy, service mindset, and problem-solving ability. Our Product Support team is part of a 24/7/365 operation, ensuring seamless support and service at any time of the day. Your Impact Serve as the final line of support for incoming maintenance requests, identifying and clarifying key issues with residents. Use critical thinking to assess work order details and decide next steps in accordance with service expectations. Communicate clearly and empathetically with vendors, property managers, and residents to ensure transparency and trust. Support maintenance-related text and online queues as needed to meet shifting demand. Deliver consistent, high-quality service in a fast-paced, queue-based environment. Contribute to process improvement by providing feedback on trends, pain points, and opportunities for optimization. Demonstrate ownership by working proactively to help the team, support customer needs, and strengthen the overall experience. Qualifications Customer-Focused – You have a service mindset and strong communication skills, with the ability to stay calm, courteous, and solution-oriented under pressure. Detail-Oriented – You don’t let things slip through the cracks. You’re precise, organized, and comfortable juggling multiple tasks. Adaptable – You can shift priorities quickly and confidently in response to a fast-changing environment. Collaborative – You’re a strong team player and enjoy supporting and learning from others. Growth-Minded – You welcome feedback, see mistakes as learning opportunities, and seek out ways to improve. Reliable – You show up, follow through, and take pride in being someone others can count on. Must Have 2 years of experience in a customer service, help desk, or tech support role. 1 year of remote call center experience. Ability to work weekends and holidays as part of a 24/7/365 support operation. Previous experience in maintenance services, property management, or work order systems. A quiet, dedicated home workspace suitable for remote work. Strong written and verbal communication skills. Proficiency using support tools and platforms (e.g. Slack, Google Workspace, etc.) in a queue-based environment. 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. Compensation & Benefits The hourly wage that we reasonably expect to pay for this role is $19.30 to $20.75 per hour. The actual 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 . About AppFolio AppFolio is the technology leader powering the future of the real estate industry. Our innovative platform and trusted partnership enable our customers to connect communities, increase operational efficiency, and grow their business. For more information about AppFolio, visit appfolio.com. 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.