Customer Care Specialist II
Customer Care Remote, United States 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. As a Customer Care Specialist II , your mission is to serve as a strategic partner to our customers, transforming complex challenges into seamless solutions through deep product expertise. You are the primary resource for property managers, empowering them with the guidance needed to drive their business success and satisfaction. This high-impact role supports both our external customer community and internal team members by fostering a culture of innovation and collaborative problem-solving. Your impact Analyze system behavior and data to identify root causes, moving beyond surface-level symptoms to provide long-term solutions. Independently navigate complex customer situations and escalations by utilizing high emotional intelligence to resolve concerns before they intensify. Manage high-volume workloads with a focus on meeting established service level agreements and maintaining high schedule reliability. Act as a subject matter expert by mentoring peers, sharing best practices, and contributing to the internal library of troubleshooting documentation. Collaborate with cross-functional teams to provide feedback on processes and software enhancements, ensuring continuous value for the user community. Deliver expert level troubleshooting and workflow guidance across multiple communication channels including phone or email, while maintaining top-tier performance and quality scores. Qualifications BA/BS degree or equivalent professional work experience. 3+ years of professional experience in a customer-facing or relevant environment. Previous experience in technical customer support or the property management industry. Proven track record of succeeding in high-volume, queue-based support environments. High rate of adherence to assigned shifts to ensure consistent team coverage. Must have Ability to distill complex data into key information to enable effective decision-making and analytical thinking. Clear and concise verbal and written communication skills, with the ability to explain technical concepts to non-technical audiences. Comfortable navigating multiple digital tools, including Zoom and Customer Relationship Management platforms (i.e. Intercom). A "bias for action" and the ability to thrive in a fast-paced, evolving environment while working independently. Demonstrates active listening skills and a team-oriented mindset to support both customers and colleagues. Location Find out more about our locations by visiting our site . Compensation & Benefits The compensation that we reasonably expect to pay for this role is: $26.00 - $28.80 [hourly 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.