Customer Care Specialist II - Core Support

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 Customer Care Specialist II (CCS II) is a high-impact role designed for individuals with a proven trajectory of growth and technical curiosity. We are looking for a teammate who is Customer Obsessed, thrives on Setting the Pace, and is ready to Raise the Bar. As a CCSII, you’re not just answering questions; you are a strategic partner to our customers, leveraging deep product mastery to turn complex challenges into seamless solutions. You will provide high-level support across email and phone, acting as a primary resource for both our customers and your peers. 

Your Impact

• Strategic Problem Solving: Move beyond surface-level symptoms. You will investigate complex issues by analyzing data and system behavior to identify and resolve root causes.

• Advanced Escalation Management: Independently resolve intermediate to advanced customer escalations. You possess the emotional intelligence to proactively mitigate customer frustration before it peaks.

• Queue & Case Autonomy: Manage high-volume workloads (targeting 95% schedule adherence) and prioritize tasks effectively to meet segment-specific SLAs (Core, Plus, and Max).

• Mentorship & SME Potential: Act as a "Senior on the Floor" by mentoring peers, sharing best practices, and contributing to internal knowledge-base documentation.

• Cross-Functional Collaboration: Collaborate across teams to provide feedback on process or product enhancements, driving long-term value for the AppFolio community.

• BA/BS degree or equivalent work experience.

• 3 years of professional experience.

• Previous technical customer support and/or Property Management experience with a strong service orientation.

• Excellent written and verbal communication skills.

• Demonstrates empathy and active listening skills.

• Solid problem-solving abilities and analytical thinking.

• Ability to learn quickly and work independently.

• Team-oriented with a collaborative mindset.

• Technically proficient and comfortable navigating multiple tools.

• Proven success in high-volume, queue-based environments.

• Experience using platforms like Zoom and Customer Relationship Management (CRM) systems.
  
  

Must Haves:

• Analytical Mindset: Ability to distill data down to key information to enable great decision-making.

• Communication Mastery: Clear and concise communication across all channels; ability to explain complex technical concepts to non-technical users.

• Adaptability: A "bias for action" and the ability to thrive in a fast-paced, evolving environment where you own your potential.

• Schedule Adherence: High rate of adherence to assigned shifts to ensure proper coverage and meeting of team Service Level Agreements (SLAs).

The base salary/hourly wage that we reasonably expect to pay for this role is: $23.50 to $28.80 [hourly pay / OTE]. 

The actual base salary/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.