Customer Care Specialist I
3 weeks ago• Flexible / Remote
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.
Customer Care Specialists are trusted professionals who apply product expertise, critical thinking, and sound judgment to help property management customers solve complex problems and achieve their goals. You’ll act as a strategic partner, troubleshooting issues, guiding customers through best practices, and contributing to the long-term success of our users and our business.
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Your Impact
- Serve as a primary point of contact across phone, chat, and email, managing ~14+ conversations daily.
- Use advanced troubleshooting and product knowledge to resolve complex issues with empathy and precision.
- Evaluate customer needs, assess risks, and recommend solutions that improve workflows and product adoption.
- Independently manage a dynamic workload while consistently meeting key performance metrics (Customer Satisfaction (CSAT), Total Resolution Time (TRT), First Contact Resolution (FCR), Quality).
- Escalate appropriately while maintaining ownership and driving resolution.
- Contribute to internal knowledge and continuously develop your expertise in AppFolio products and the property management industry.
Qualifications
- BA/BS degree or equivalent work experience.
- 3+ years of professional experience in customer-facing roles; background in SaaS, property management, or technical support.
- Ability to analyze information, synthesize feedback, and deliver tailored solutions in real time.
- Strong written and verbal communication skills with a focus on de-escalation, active listening, and influence.
- Experience working in fast-paced environments with multiple tools (Intercom, Zoom, Customer Relationship Management Software (CRMs), etc.) and shifting priorities.
- A self-directed, adaptable mindset with a strong sense of accountability and commitment to continuous learning.
Must-Have
- Familiarity with property management workflows and accounting systems.
- Strong ownership mindset with reliable attendance and accountability to team goals.
- Able to manage competing priorities with professionalism, urgency, and follow-through.
- Open to feedback and able to apply it constructively in a high-volume, performance-driven environment.
Location
Compensation & Benefits
The hourly wage that we reasonably expect to pay for this role is $21.30 - $26.10 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.
Client-provided location(s): Flexible / Remote
Job ID: oER1wfwM
Employment Type: OTHER
Posted: 2025-08-08T15:35:42
Perks and Benefits
Health and Wellness
Parental Benefits
Work Flexibility
Office Life and Perks
Vacation and Time Off
Financial and Retirement
Professional Development
Diversity and Inclusion