What are the responsibilities and job description for the Customer Experience Specialist position at AppFolio?
Description
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 Experience Specialist serves as the operational backbone of AppFolio’s "Effortless Help" strategy by owning the day-to-day administration, maintenance, and reliability of the Intercom platform and AI chatbot ecosystem. This role ensures 100% operational continuity and provides high-velocity internal support, enabling the team to scale strategic AI R&D.
Your impact
Find out more about our locations by visiting our site.
Compensation & Benefits
The compensation that we reasonably expect to pay for this role is: $64,000.00 - $80,000.00 [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.
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.
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 Experience Specialist serves as the operational backbone of AppFolio’s "Effortless Help" strategy by owning the day-to-day administration, maintenance, and reliability of the Intercom platform and AI chatbot ecosystem. This role ensures 100% operational continuity and provides high-velocity internal support, enabling the team to scale strategic AI R&D.
Your impact
- AI Design & Development: Partner with the Sr. CX Specialist to build and iterate on agentic AI experiences, moving beyond simple chatbots to intelligent assistants that can reason through complex customer needs and perform tasks.
- Conversational Flow Building: Design and configure sophisticated conversational paths using a mix of deterministic logic (Workflows) and generative AI to ensure a natural and effective customer journey.
- System Reliability: Maintain system performance by proactively monitoring and resolving technical issues and integration failures across our integrated support stack.
- AI Quality Assurance: Execute rigorous end-to-end testing of new AI bot paths and agentic "tools" before they go live, ensuring zero negative impact on the customer experience.
- Operational Excellence: Manage internal intake queues for "how-to" questions and bug reports.
- Documentation & Governance: Maintain a 100% up-to-date repository of SOPs and routing diagrams while managing user permissions and security audits.
- AI Literacy: A strong understanding of how AI systems and Large Language Models (LLMs) work, including the difference between deterministic workflows and agentic/generative experiences.
- Logic & Automation: Proficiency in working within no-code logic builders (such as Intercom Series/Workflows) and an interest in learning how to configure AI "actions" and "tools."
- Technical Problem-Solving: Ability to diagnose root causes within complex, integrated software stacks and troubleshoot AI "hallucinations" or routing errors.
- Analytical Mindset: Comfortable reviewing conversation logs to identify where AI paths can be optimized for better resolution rates.
- Technical Writing: Skilled at translating complex AI workflows into clear visual diagrams and written SOPs.
- Agile Mindset: Ability to balance high-velocity "Run" tasks with high-impact "Build" projects in a fast-paced environment.
- Proven experience administering or building within Intercom or similar AI-driven customer service platforms.
- Demonstrated experience working with AI systems (e.g., configuring GPT-based bots, prompt engineering, or managing AI knowledge bases).
- A "builder" mentality, you aren't just looking to maintain a system; you want to improve how it thinks and interacts.
- Exceptional follow-through, you see every bug or automation gap through to a closed-loop resolution.
- A collaborative spirit and the ability to partner effectively with senior specialists to bring technical visions to life.
Find out more about our locations by visiting our site.
Compensation & Benefits
The compensation that we reasonably expect to pay for this role is: $64,000.00 - $80,000.00 [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.
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.
Salary : $64,000 - $80,000