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.

As a member of the AppWork team, you’ll be helping to build and deliver technology that solves real problems, makes communities run better, and creates happier teams and residents.

About the role

We’re looking for a Client Support Specialist to join our growing team and play a key role in delivering an exceptional experience for our clients. This is an exciting opportunity for someone who loves solving problems, working directly with clients, and being part of a fast-paced, collaborative environment where no two days look the same.

In this role, you’ll be the frontline connection between our clients and our platform - helping them get set up for success, troubleshooting issues as they arise, and ensuring they feel supported every step of the way. You’ll work closely with cross-functional teams, jump into live client interactions when needed, and help keep systems, configurations, and processes running smoothly.

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.

System Setup & Configuration

• 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.

Platform & Feature Support

• 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.

Administrative & Cross-Team Support

• 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.

Qualifications

• Previous property management experience required; strong familiarity with day-to-day operations at the site level.
• Knowledge of maintenance workflows, work orders, vendor coordination, and service delivery processes strongly preferred.
• 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
• Experience in SaaS, client support, or customer success is a plus
• Experience conducting client training and onboarding is a plus

What Success Looks Like

• 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