Customer Care Specialist II
Yesterday• Flexible / Remote
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.
As a Customer Care Specialist II, your mission is to serve as a strategic partner to our customers, transforming complex challenges into seamless solutions through deep product expertise. You are the primary resource for property managers, empowering them with the guidance needed to drive their business success and satisfaction. This high-impact role supports both our external customer community and internal team members by fostering a culture of innovation and collaborative problem-solving.
Your impact
- Analyze system behavior and data to identify root causes, moving beyond surface-level symptoms to provide long-term solutions.
- Independently navigate complex customer situations and escalations by utilizing high emotional intelligence to resolve concerns before they intensify.
- Manage high-volume workloads with a focus on meeting established service level agreements and maintaining high schedule reliability.
- Act as a subject matter expert by mentoring peers, sharing best practices, and contributing to the internal library of troubleshooting documentation.
- Collaborate with cross-functional teams to provide feedback on processes and software enhancements, ensuring continuous value for the user community.
- Deliver expert level troubleshooting and workflow guidance across multiple communication channels including phone or email, while maintaining top-tier performance and quality scores.
Qualifications
- BA/BS degree or equivalent professional work experience.
- 3+ years of professional experience in a customer-facing or relevant environment.
- Previous experience in technical customer support or the property management industry.
- Proven track record of succeeding in high-volume, queue-based support environments.
- High rate of adherence to assigned shifts to ensure consistent team coverage.
Must have
- Ability to distill complex data into key information to enable effective decision-making and analytical thinking.
- Clear and concise verbal and written communication skills, with the ability to explain technical concepts to non-technical audiences.
- Comfortable navigating multiple digital tools, including Zoom and Customer Relationship Management platforms (i.e. Intercom).
- A "bias for action" and the ability to thrive in a fast-paced, evolving environment while working independently.
- Demonstrates active listening skills and a team-oriented mindset to support both customers and colleagues.
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Location
Compensation & Benefits
The compensation that we reasonably expect to pay for this role is: $26.00 - $28.80 [hourly base pay]. The actual compensation for this role will be determined by a variety of factors, including but not limited to the candidate’s skills, education, experience, and internal equity.
Please note that compensation is just one aspect of a comprehensive Total Rewards package. The compensation range listed here does not include additional benefits or any discretionary bonuses you may be eligible for based on your role and/or employment type.
Regular full-time employees are eligible for benefits - see here.
Regular full-time employees are eligible for benefits - see here.
Client-provided location(s): Flexible / Remote
Job ID: oIfVzfwb
Employment Type: OTHER
Posted: 2026-04-02T23:31:26
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