Customer Support & Ops Coordinator - 19856

We are a growing residential property management company based in Spartanburg, South Carolina, currently overseeing a portfolio of 53 single-family rental units. The business is founder-led and lean by design — focused on providing quality housing and responsive service to tenants while expanding the portfolio strategically.

The team is currently transitioning to AppFolio as the primary property management platform, which will centralize tenant communication, maintenance tracking, and internal notes. This is a company that operates with a high degree of trust and expects team members to act like owners, not order-takers.

Right now, the two principals handle all inbound tenant communication themselves — phone calls, maintenance requests, and general questions. That works at 53 units, but it is not sustainable as the portfolio grows. This role exists to take that communication load off the founders and create a more consistent, professional experience for tenants.

The hire will serve as the first point of contact for tenants, screening inbound calls, logging maintenance requests in AppFolio, and handling routine questions to resolution. Longer term, there is real opportunity to grow into a broader administrative or operations support role as the company scales. The right person will see this as a ground-floor opportunity, not just a support job.

Depending on the candidate's bandwidth and background, this role can flex between part-time and full-time. A candidate who brings stronger administrative or executive operations experience may be positioned for full-time from day one.

Tenant Communication & Call Screening

• →Serve as the primary inbound point of contact for tenant calls and messages
• →Screen calls, answer routine questions, and triage issues to the appropriate team member when escalation is needed
• →Communicate professionally and clearly with both English- and Spanish-speaking tenants
• →Ensure tenants feel heard and informed even when resolution requires follow-up

Maintenance Request Coordination

• →Log and track all maintenance requests in AppFolio with accurate detail and timestamps
• →Communicate status updates to tenants and flag urgent issues to the appropriate team member immediately
• →Follow up on open requests to ensure nothing falls through the cracks

AppFolio & Internal Operations

• →Navigate AppFolio to pull tenant records, add notes, and document all relevant interactions
• →Tag and update team members inside the platform on tenant-specific issues
• →Maintain clean, organized records that the principals can rely on without needing to ask for status

Administrative Support (Full-Time Candidates)

• →Provide light calendar and scheduling support for the principals as needed
• →Handle routine administrative tasks and follow-up communications as the role evolves
• →Proactively identify areas where processes can be tightened or communication improved

• Minimum 2 years of experience in customer service, tenant support, administrative coordination, or a closely related role
• Strong English communication skills — written and verbal; professional phone presence is a must
• Spanish proficiency (conversational or better) — you will be the point of contact for Spanish-speaking tenants
• Ability to work during U.S. Eastern Time business hours with meaningful overlap
• Comfortable navigating property management software or similar platforms (AppFolio, Buildium, or similar tools is a strong plus)
• Reliable internet connection and a quiet, professional remote work environment

• Prior experience in property management, real estate, or tenant-facing support roles
• Familiarity with AppFolio specifically
• Background in executive or administrative support, especially in small or founder-led businesses
• Experience handling after-hours or on-call communication in a remote setting

You are someone who genuinely likes helping people solve problems and does not need to be reminded to follow through. You communicate professionally on the phone without sounding scripted. You pick up new software quickly and keep your notes clean without being asked.

You are calm when tenants are frustrated, resourceful when answers are not obvious, and proactive enough to flag an issue before it becomes a bigger one. You take pride in the quality of your work even when no one is watching.

You are either bilingual in English and Spanish, or close enough that a tenant calling in Spanish will feel well taken care of. You understand that in a small, growing company, your role will expand with the business — and you see that as an opportunity, not an inconvenience.