Client Support Specialist
About The Position
We’re looking for a Client Support Specialist to own the operational and technical execution behind our Client Success team’s relationships. While the Client Success Manager (CSM) owns the client relationship, you’ll own the work that keeps it strong: resolving support tickets, configuring and auditing client environments, tracking down bugs with engineering, and keeping up with recurring reporting. This role suits someone who’s equally comfortable talking to a client and working through technical detail and who wants ownership over the systems and processes that make Client Success run smoothly.
Requirements
- 2+ years of experience supporting SaaS customers, with experience in customer service, account management, or a similar role
- Comfort working with technical detail — logs, integration data, reproduction steps — not just front-line support.
- Strong problem-solving and analytical skills, with excellent written and verbal communication.
- Ability to manage multiple workstreams (tickets, audits, reporting) and prioritize effectively.
Nice To Haves
- Previous property management experience with knowledge of PMS platforms, maintenance workflows, work orders, vendor coordination, and service delivery processes - strongly preferred
Responsibilities
- Triage and resolve client support tickets logged in HubSpot or escalated from live chat, responding on the CSM’s behalf when directed.
- Investigate issues thoroughly — logs, screenshots, reproduction steps — and submit fully documented bugs to engineering via ClickUp.
- Manage parallel ticket workflows for client-facing support and internal engineering bugs, following up on both until resolved.
- Track open tickets on behalf of CSMs to ensure nothing falls through the cracks.
- Monitor ticket trends and recurring issues, flagging patterns to the CSM and leadership.
- Configure new client environments end-to-end, including PMS integrations (Yardi, RealPage, AppFolio, Rent Manager, Entrata, and others).
- Set up admin and property accounts, vendor profiles, and inspection templates tailored to each client’s workflow.
- QA every setup before go-live, confirming accounts, permissions, integrations, and configurations are complete.
- Manage ongoing configuration for CSV-only clients, flagging volume or complexity issues to the CSM.
- Run post-launch (30-day), monthly, and quarterly audits covering setup accuracy, adoption, and usage trends.
- Investigate integration logs to resolve any data discrepancies between AppWork and the client’s PMS.
- Audit account access and Make Ready Board configurations, surfacing findings and recommended fixes to the CSM.
- Prepare and QA weekly portfolio Insight Report emails for assigned clients before they go out.
- Field inbound client calls and HubSpot chat, providing live troubleshooting and refresher training.
- Cover CSM email and ticket queues during PTO or travel to maintain continuity with clients.
- Run adoption outreach (e.g., AppWork Obsession Plan calls, post-launch, check-ins).
- Build client-facing training/certification content and internal Knowledge Base articles for the CS team.
- Build and iterate on AI-powered tools and workflows that improve team efficiency.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
