What are the responsibilities and job description for the Client Support Specialist - Property Management position at AppWork?
At AppWork, we’ve built a simple, user-friendly PropTech platform that modernizes maintenance operations. Our platform brings everything into one easy-to-use platform so property managers, maintenance teams, and residents can all enjoy a smoother, more connected experience.
Are you a Property Manager, Leasing Manager, or Leasing Consultant ready to step off-site—but still want to stay in a client-facing role? We want to hear from you!
About The Role
We’re looking for a Client Support Specialist to join our growing team and support the multifamily teams who rely on AppWork every day. This is a great opportunity for someone with on-site property management experience who enjoys solving problems, helping people, and keeping operations running smoothly.
In this role, you’ll be the first point of contact for our clients - property managers and maintenance teams - helping them navigate questions, troubleshoot issues, and feel confident using AppWork in their day-to-day work. You’ll use your understanding of onsite operations to quickly identify what’s going on, provide clear guidance, and ensure issues are resolved efficiently.
You’ll work closely with internal teams, jump into live client interactions when needed, and help keep systems, configurations, and processes aligned with how properties actually operate. If you’re someone who stays calm under pressure, enjoys helping others, and likes being the person people turn to for solutions, you’ll do well in this role.
What You'll Do
Client Support & Issue Resolution
40,000 - 50,000 USD per year(USA)
Are you a Property Manager, Leasing Manager, or Leasing Consultant ready to step off-site—but still want to stay in a client-facing role? We want to hear from you!
About The Role
We’re looking for a Client Support Specialist to join our growing team and support the multifamily teams who rely on AppWork every day. This is a great opportunity for someone with on-site property management experience who enjoys solving problems, helping people, and keeping operations running smoothly.
In this role, you’ll be the first point of contact for our clients - property managers and maintenance teams - helping them navigate questions, troubleshoot issues, and feel confident using AppWork in their day-to-day work. You’ll use your understanding of onsite operations to quickly identify what’s going on, provide clear guidance, and ensure issues are resolved efficiently.
You’ll work closely with internal teams, jump into live client interactions when needed, and help keep systems, configurations, and processes aligned with how properties actually operate. If you’re someone who stays calm under pressure, enjoys helping others, and likes being the person people turn to for solutions, you’ll do well in this role.
What You'll Do
Client Support & Issue Resolution
- Handle all types of client support tickets, aiming to respond within a 2-hour SLA and escalating issues when appropriate.
- Investigate, troubleshoot, and resolve issues, recognizing that some cases require deeper analysis and follow-up.
- Join client calls as needed to provide live support and serve as a support liaison (“Charlie”) when required.
- Assist with check-in calls when other team members are unavailable.
- Manage shared email inbox coverage during team member absences to ensure continuity of support.
- Complete full system setups for new clients, including configuration, testing, and support during trainings to ensure a smooth rollout.
- Set up and manage recurring inspections for clients.
- Create, update, and maintain inspection templates based on client needs.
- Ensure existing clients are kept up to date with system changes, enhancements, or required updates.
- Assist with updating make-ready boards, including adding, removing, or modifying columns.
- Support clients with Engrain maps as needed.
- Perform audits to identify missing data, configurations, or setup items and address them accordingly.
- Ensure coin winners or incentive recipients are contacted in a timely manner.
- Assist with audits or internal checks as requested.
- Remain flexible and available to learn new tools, processes, or workflows to support the team wherever needed.
- Handle last-minute or unexpected requests that may arise, maintaining a positive and solution-oriented approach.
- 2 years of experience supporting SaaS customers, with experience in customer success, client support, account management, or a similar role
- Previous property management experience with knowledge of maintenance workflows, work orders, vendor coordination, and service delivery processes - strongly preferred
- Experience conducting client training and onboarding is a plus
- Strong problem-solving and analytical skills
- Excellent written and verbal communication
- Ability to manage multiple tasks and prioritize effectively
- High attention to detail and follow-through
- Comfort working in a fast-paced, evolving environment
- Willingness to learn new tools, processes, and technologies
- This role is contingent upon successful completion of a background check.
- Clients receive timely, accurate, and friendly support
- New clients are onboarded smoothly with minimal friction
- Internal teams can rely on you as a flexible and dependable support resource
- Issues are resolved efficiently, with appropriate escalation when necessary
40,000 - 50,000 USD per year(USA)