Homeoffice Product Support Specialist I - Smart Maintenance at AppFolio
AppFolio · Dallas, United States Of America · Remote
- Junior
Description
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
- 1–2 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, etc.) in a queue-based environment.
Why join us?
Compensation & Benefits
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.
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