Client Support Specialist

About the role

We’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.

This 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.

What You’ll Do

Client Support & Issue Resolution

• Triage 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.
• Investigate and troubleshoot issues, gathering screenshots and steps to reproduce, and submit clear bug reports to engineering via ClickUp.
• Track open tickets on behalf of CSMs and follow up until they’re resolved so nothing falls through the cracks.
• Flag recurring issues or ticket trends to the CSM and leadership.

Client Setup & Configuration

• Complete system setups for new clients, including admin and property accounts, vendor profiles, and configuration, and support during trainings to ensure a smooth rollout.
• Assist with PMS integration setup (Yardi, RealPage, AppFolio, Rent Manager, Entrata, and others).
• Set up and manage recurring inspections, and create and maintain inspection templates based on client needs.
• QA setups before go-live to confirm accounts, permissions, and configurations are complete.
• Keep existing clients up to date with system changes, enhancements, or required updates.

Platform Support & Audits

• Update Make Ready Boards, including adding, removing, or modifying columns.
• Support clients with Engrain maps as needed.
• Run post-launch (30-day), monthly, and quarterly audits to identify missing data, setup gaps, or adoption issues, and share findings with the CSM.

Recurring Reporting & Live Support

• 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.
• Join client calls as needed to provide live support and serve as a support liaison (“Charlie”) when required.
• Cover CSM email and ticket queues and assist with check-in calls during PTO or travel to keep support running smoothly.

Outreach, Training & Team Support

• Run adoption outreach (e.g., AppWork Obsession Plan calls, post-launch check-ins).
• Help build client-facing training content and internal Knowledge Base articles for the CS team.
• Make sure coin winners and incentive recipients are contacted in a timely manner.
• Stay flexible and open to learning new tools, processes, and workflows, including AI-powered tools that help the team work more efficiently.
• Handle last-minute or unexpected requests with a positive, solution-oriented approach.

Qualifications

• Previous property management experience strongly preferred, with familiarity with day-to-day operations at the site level.
• Knowledge of PMS platforms, maintenance workflows, work orders, vendor coordination, and service delivery processes strongly preferred.
• Tech-savvy and comfortable learning new software, troubleshooting issues, and documenting problems clearly.
• Strong problem-solving and analytical skills, with excellent written and verbal communication.
• Ability to manage multiple tasks (tickets, setups, audits, reporting) and prioritize effectively.
• High attention to detail and follow-through.
• Comfort working in a fast-paced, evolving environment.
• Experience in SaaS, client support, or customer success 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