{"id":745645,"url":"https://alion.io/job/appworkco-client-support-specialist","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":null},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Ramsey, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":38000,"max_usd":76000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":530},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ClickUp","optional":false},{"name":"HubSpot","optional":false}],"status":"live","first_seen_at":"2026-07-29T18:03:19Z","employer_posted_date":"2026-07-29","last_verified_at":"2026-09-30T11:42:00Z","board_verified":true,"closed_at":null,"days_open":64,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":64},"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 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.\nThis 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.\nWhat You'll Do\nTickets & Technical Support\nTriage and resolve client support tickets logged in HubSpot or escalated from live chat, responding on the CSM’s behalf when directed.\nInvestigate issues thoroughly - logs, screenshots, reproduction steps - and submit fully documented bugs to engineering via ClickUp.\nManage parallel ticket workflows for client-facing support and internal engineering bugs, following up on both until resolved.\nTrack open tickets on behalf of CSMs to ensure nothing falls through the cracks\nMonitor ticket trends and recurring issues, flagging patterns to the CSM and leadership.\nClient Setup & Integrations\nConfigure new client environments end-to-end, including PMS integrations (Yardi, RealPage, AppFolio, Rent Manager, Entrata, and others).\nSet up admin and property accounts, vendor profiles, and inspection templates tailored to each client’s workflow.\nQA every setup before go-live, confirming accounts, permissions, integrations, and configurations are complete.\nManage ongoing configuration for CSV-only clients, flagging volume or complexity issues to the CSM.\nAudits & Account Health\nRun post-launch (30-day), monthly, and quarterly audits covering setup accuracy, adoption, and usage trends.\nInvestigate integration logs to resolve any data discrepancies between AppWork and the client’s PMS.\nAudit account access and Make Ready Board configurations, surfacing findings and recommended fixes to 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.\nCover CSM email and ticket queues during PTO or travel to maintain continuity with clients.\nOutreach, Training & Knowledge\nRun adoption outreach (e.g., AppWork Obsession Plan calls, post-launch, check-ins).\nBuild client-facing training/certification content and internal Knowledge Base articles for the CS team.\nBuild and iterate on AI-powered tools and workflows that improve team efficiency.\nQualifications\n2+ years of experience supporting SaaS customers, with experience in customer service, account management, or a similar role\nPrevious property management experience with knowledge of PMS platforms, maintenance workflows, work orders, vendor coordination, and service delivery processes - strongly preferred\nComfort working with technical detail - logs, integration data, reproduction steps - not just front-line support.\nStrong problem-solving and analytical skills, with excellent written and verbal communication.\nAbility to manage multiple workstreams (tickets, audits, reporting) and prioritize effectively.\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 necessary","description_format":"text","description_chars":4056,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["PropTech","Field Service Management Software"],"lifecycle":[{"event":"open","at":"2026-09-11T14:06:31Z"}],"liveness":{"score":11,"band":"cold","label":"Long shot","p_open":1,"p_active":0.405,"p_room":0.28,"age_days":63,"expected_fill_days":30,"reasons":["conf:18","urgency","win:tail","crowd:junior"],"computed_at":"2026-10-01T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/appworkco-client-support-specialist","json_url":"https://alion.io/job/appworkco-client-support-specialist.json","meta":{"generated_at":"2026-10-01T18:23:47Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":736,"day_limit":5000,"remaining_today":4264,"minute_limit":60,"resets_at":"2026-10-02T00:00:00Z"}}}