About the Role
As a Client Support Specialist, you'll work closely with our CS Execs to make sure our clients are getting the most out of AppWork. You'll be the go-to person helping accounts run smoothly day to day. From answering questions and troubleshooting issues to setting up new communities and assisting in training site teams, you'll play an important role in making sure our clients have a great experience.
You already understand how things work at the property level. Now you'll get to put that experience to work helping hundreds of communities.
What You'll Do
Be the go-to person when clients need help
- Respond to support tickets, live chats, and calls from site teams, typically within 2 hours.
- Troubleshoot issues, document what's happening, and escalate bugs to our engineering team when needed.
- Follow up on open issues and see them through to resolution.
- Look for recurring questions or issues and share feedback so we can continue improving the platform.
Help new communities get up and running
- Set up new communities, including user permissions, vendors, inspection templates, and make ready boards.
- Help connect AppWork with clients' property management software.
- Review new accounts before launch to make sure everything is set up correctly from day one.
Help keep our clients successful
- Check in on accounts regularly to see how things are going and where teams might need additional support.
- Review and share weekly Insight Reports with client stakeholders.
- Join client meetings to answer questions, offer guidance, and share best practices.
- Help cover CS Execs inboxes and communication channels when teammates are out.
Share what you know
- Conduct follow-up check-ins post launch to help teams get comfortable with AppWork and continue using the platform.
- Create helpful how-to guides for clients and contribute to our internal knowledge base.
What We're Looking For
- 2+ years of experience as a leasing agent, leasing consultant, or leasing manager in multifamily.
- Hands-on experience with property management software (PMS) and an understanding of how to use it day to day.
- A good understanding of how an apartment community operates, including work orders, make readies, vendors, and resident requests.
- You're the person your team turns to when there's a tech issue, and you genuinely enjoy learning new software.
- Strong communication skills, both written and verbal, and the ability to stay friendly and helpful even when someone is frustrated.
- Organized, detail-oriented, and comfortable managing multiple priorities while making sure nothing falls through the cracks.
- Comfortable working in a fast-paced, growing company where things can change quickly.
Nice to Have
- Experience training coworkers or helping roll out new software at your property or across a portfolio.
- Previous experience in tech support, client success, or a SaaS company.
- Bilingual in English and Spanish.
What Success Looks Like
- Site teams know they can count on you and get helpful answers quickly.
- New communities are set up correctly and launch smoothly.
- Issues are resolved quickly or get to the right people without getting lost along the way.
- Your teammates see you as a reliable partner they can count on.
- Clients feel supported, confident using AppWork, and are getting real value from the platform.