Customer Care Specialist II at AppFolio

AppFolio is hiring a Customer Care Specialist II to support customers using its real estate technology platform. This role helps property managers solve complex issues, understand workflows, and get the most value from AppFolio’s software.

This position is best for someone with customer support experience, technical troubleshooting skills, strong communication, and comfort working in a high-volume support environment.

What You’ll Do

As a Customer Care Specialist II, you will help customers resolve software-related issues through phone and email support. You will analyze system behavior, review data, and identify root causes instead of only addressing surface-level symptoms.

You will also help customers understand workflows, troubleshoot problems, and move toward long-term solutions.

Customer Support and Escalations

This role requires strong emotional intelligence and the ability to manage complex customer situations. You may handle escalations, resolve concerns before they grow, and communicate clearly with customers who may not have a technical background.

You will manage a high-volume workload while meeting service-level expectations and maintaining reliable schedule adherence.

Documentation and Team Support

The Customer Care Specialist II also supports internal team growth. You may mentor peers, share best practices, and contribute to troubleshooting documentation.

You will collaborate with teams across AppFolio to share feedback on processes, software enhancements, and customer needs.

Skills and Experience

AppFolio is looking for candidates with 3+ years of professional customer-facing experience. Technical customer support experience or property management industry experience is preferred.

The ideal candidate should be comfortable using digital tools such as Zoom and CRM platforms like Intercom. Strong written and verbal communication, analytical thinking, active listening, and independent problem-solving skills are also important.

Pay and Benefits

The expected pay range for this role is $26.00–$28.80 per hour. Compensation may vary based on experience, skills, education, and internal equity.

Regular full-time employees may also be eligible for AppFolio’s benefits package.

This Customer Care Specialist II role is a strong fit for someone with technical support experience who enjoys helping customers, solving complex software issues, documenting solutions, and working in a fast-paced support environment.