{"id":2049705,"url":"https://alion.io/job/appworkco-client-support-specialist-2","title":"Client Support Specialist","company":{"id":445261,"name":"Appworkco","domain":"appworkco.com","url":"https://alion.io/company/appworkco","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Rippling","truth_index":{"grade":"B","score":75,"open_postings":3,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-10T05:45:15Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Saint Petersburg, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ClickUp","optional":false},{"name":"HubSpot","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-10-07T19:31:51Z","employer_posted_date":"2026-10-07","last_verified_at":"2026-10-12T03:33:52Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"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.\nAs 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.\nAbout the role\nWe’re looking for a Client Support Specialist to join our growing Client Success team and help deliver an exceptional experience for our clients. While the Client Success Manager (CSM) owns the client relationship, you’ll own much of the hands-on work that keeps it strong: resolving support tickets, setting up and maintaining client accounts, running audits, and jumping into live client interactions when needed.\nThis role suits someone who loves solving problems, is tech-savvy, and enjoys working directly with clients in a fast-paced, collaborative environment where no two days look the same.\nWhat You’ll Do\nClient Support & Issue Resolution\nTriage and resolve client support tickets logged in HubSpot or escalated from live chat, aiming to respond within a 2-hour SLA and escalating issues when appropriate.\nInvestigate and troubleshoot issues, gathering screenshots and steps to reproduce, and submit clear bug reports to engineering via ClickUp.\nTrack open tickets on behalf of CSMs and follow up until they’re resolved so nothing falls through the cracks.\nFlag recurring issues or ticket trends to the CSM and leadership.\nClient Setup & Configuration\nComplete system setups for new clients, including admin and property accounts, vendor profiles, and configuration, and support during trainings to ensure a smooth rollout.\nAssist with PMS integration setup (Yardi, RealPage, AppFolio, Rent Manager, Entrata, and others).\nSet up and manage recurring inspections, and create and maintain inspection templates based on client needs.\nQA setups before go-live to confirm accounts, permissions, and configurations are complete.\nKeep existing clients up to date with system changes, enhancements, or required updates.\nPlatform Support & Audits\nUpdate Make Ready Boards, including adding, removing, or modifying columns.\nSupport clients with Engrain maps as needed.\nRun post-launch (30-day), monthly, and quarterly audits to identify missing data, setup gaps, or adoption issues, and share findings with the CSM.\nRecurring Reporting & Live Support\nPrepare and QA weekly portfolio Insight Report emails for assigned clients before they go out.\nField inbound client calls and HubSpot chat, providing live troubleshooting and refresher training.\nJoin client calls as needed to provide live support and serve as a support liaison (“Charlie”) when required.\nCover CSM email and ticket queues and assist with check-in calls during PTO or travel to keep support running smoothly.\nOutreach, Training & Team Support\nRun adoption outreach (e.g., AppWork Obsession Plan calls, post-launch check-ins).\nHelp build client-facing training content and internal Knowledge Base articles for the CS team.\nMake sure coin winners and incentive recipients are contacted in a timely manner.\nStay flexible and open to learning new tools, processes, and workflows, including AI-powered tools that help the team work more efficiently.\nHandle last-minute or unexpected requests with a positive, solution-oriented approach.\nQualifications\nPrevious property management experience strongly preferred, with familiarity with day-to-day operations at the site level.\nKnowledge of PMS platforms, maintenance workflows, work orders, vendor coordination, and service delivery processes strongly preferred.\nTech-savvy and comfortable learning new software, troubleshooting issues, and documenting problems clearly.\nStrong problem-solving and analytical skills, with excellent written and verbal communication.\nAbility to manage multiple tasks (tickets, setups, audits, reporting) and prioritize effectively.\nHigh attention to detail and follow-through.\nComfort working in a fast-paced, evolving environment.\nExperience in SaaS, client support, or customer success is a plus.\nWhat Success Looks Like\nClients receive timely, accurate, and friendly support\nNew clients are onboarded smoothly with minimal friction\nInternal teams can rely on you as a flexible and dependable support resource\nIssues are resolved efficiently, with appropriate escalation when 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