AppFolio is a technology leader in the real estate industry, and they are seeking an Associate Product Support Specialist for their LiveEasy team. This role focuses on delivering high-impact solutions that simplify the moving and home-management journey for customers, emphasizing a customer-first approach and collaboration within the team.
Responsibilities
- Provide thoroughly researched information that meets established organizational benchmarks for reliability and serviceability
- Demonstrate a commitment to radical urgency by managing time effectively to ensure a 'Zero Wait' experience for every customer
- Prioritize a 'Listen First, Solve Second' approach to build trust and address the root cause of every inquiry with empathy and detail
- Aim for a 100% completion rate on all inquiries, actively seeking solutions and information synthesis rather than identifying barriers
- Participate in team huddles, share knowledge openly, and collaborate with teammates to maintain a clear and accurate internal database
Skills
- 1-2 years of experience in a high volume call center or customer support environment
- Ability to work within standard support operating hours with a commitment to consistent attendance and professional presence
- Demonstrated ability to identify the root cause of an issue and follow the appropriate path to resolve or escalate
- Analytical Resourcefulness: Ability to process and synthesize complex service details from various sources to provide verified solutions
- Communication Mastery: Professional tone and clarity both written and verbal communication. With the ability to adapt to different customer personas
- Technical Mastery: Ability to quickly master internal tools and document cases with high accuracy and clear next steps
- Problem Diagnosis: Skill in identifying friction points in the customer journey and following the appropriate path to resolve or escalate issues
- Growth Mindset: Comfort with leading through uncertainty and embracing evolving workflows as the business scales
- Operational Reliability: A consistent professional presence with a high level of accountability for following through on commitments
Benefits
- Regular full-time employees are eligible for benefits
Company Overview
AppFolio is a cloud business management solutions provider for the real estate industry. It was founded in 2006, and is headquartered in Goleta, California, USA, with a workforce of 1001-5000 employees. Its website is https://www.appfolio.com.Company H1B Sponsorship
AppFolio has a track record of offering H1B sponsorships, with 18 in 2025, 24 in 2024, 22 in 2023, 34 in 2022, 51 in 2021, 35 in 2020. Please note that this does not guarantee sponsorship for this specific role.
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