Customer Care Specialist I

Description

• 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.

• 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.

• 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.
  
  

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.