Customer Experience Specialist
About The Position
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. The Customer Experience Specialist serves as the operational backbone of AppFolio’s "Effortless Help" strategy by owning the day-to-day administration, maintenance, and reliability of the Intercom platform and AI chatbot ecosystem. This role ensures 100% operational continuity and provides high-velocity internal support, enabling the team to scale strategic AI R&D. Your impact AI Design & Development: Partner with the Sr. CX Specialist to build and iterate on agentic AI experiences, moving beyond simple chatbots to intelligent assistants that can reason through complex customer needs and perform tasks. Conversational Flow Building: Design and configure sophisticated conversational paths using a mix of deterministic logic (Workflows) and generative AI to ensure a natural and effective customer journey. System Reliability: Maintain system performance by proactively monitoring and resolving technical issues and integration failures across our integrated support stack. AI Quality Assurance: Execute rigorous end-to-end testing of new AI bot paths and agentic "tools" before they go live, ensuring zero negative impact on the customer experience. Operational Excellence: Manage internal intake queues for "how-to" questions and bug reports. Documentation & Governance: Maintain a 100% up-to-date repository of SOPs and routing diagrams while managing user permissions and security audits.
Requirements
- AI Literacy: A strong understanding of how AI systems and Large Language Models (LLMs) work, including the difference between deterministic workflows and agentic/generative experiences.
- Logic & Automation: Proficiency in working within no-code logic builders (such as Intercom Series/Workflows) and an interest in learning how to configure AI "actions" and "tools."
- Technical Problem-Solving: Ability to diagnose root causes within complex, integrated software stacks and troubleshoot AI "hallucinations" or routing errors.
- Analytical Mindset: Comfortable reviewing conversation logs to identify where AI paths can be optimized for better resolution rates.
- Technical Writing: Skilled at translating complex AI workflows into clear visual diagrams and written SOPs.
- Agile Mindset: Ability to balance high-velocity "Run" tasks with high-impact "Build" projects in a fast-paced environment.
- Proven experience administering or building within Intercom or similar AI-driven customer service platforms.
- Demonstrated experience working with AI systems (e.g., configuring GPT-based bots, prompt engineering, or managing AI knowledge bases).
Nice To Haves
- A "builder" mentality, you aren't just looking to maintain a system; you want to improve how it thinks and interacts.
- Exceptional follow-through, you see every bug or automation gap through to a closed-loop resolution.
- A collaborative spirit and the ability to partner effectively with senior specialists to bring technical visions to life.
Responsibilities
- AI Design & Development: Partner with the Sr. CX Specialist to build and iterate on agentic AI experiences, moving beyond simple chatbots to intelligent assistants that can reason through complex customer needs and perform tasks.
- Conversational Flow Building: Design and configure sophisticated conversational paths using a mix of deterministic logic (Workflows) and generative AI to ensure a natural and effective customer journey.
- System Reliability: Maintain system performance by proactively monitoring and resolving technical issues and integration failures across our integrated support stack.
- AI Quality Assurance: Execute rigorous end-to-end testing of new AI bot paths and agentic "tools" before they go live, ensuring zero negative impact on the customer experience.
- Operational Excellence: Manage internal intake queues for "how-to" questions and bug reports.
- Documentation & Governance: Maintain a 100% up-to-date repository of SOPs and routing diagrams while managing user permissions and security audits.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
501-1,000 employees
