Title: Sr CX Specialist Location: Santa Barbara, California Department: Client Services Job Description: 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 Sr. 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. Qualifications - 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. Must have - 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). - 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. Compensation & Benefits The compensation that we reasonably expect to pay for this role is: $77,600.00 - $97,000.00 [base pay]. The actual compensation for this role will be determined by a variety of factors, including but not limited to the candidate’s skills, education, experience, and internal equity. Please note that compensation is just one aspect of a comprehensive Total Rewards package. The compensation range listed here does not include additional benefits or any discretionary bonuses you may be eligible for based on your role and/or employment type. About AppFolio AppFolio is the technology leader powering the future of the real estate industry. Our innovative platform and trusted partnership enable our customers to connect communities, increase operational efficiency, and grow their business. Why AppFolio Grow | We enable a culture of high performance, where delivering results is recognized by opportunities for growth and compelling total rewards. Our challenging and meaningful work drive the growth of our business, and ourselves. Learn | We partner with you to realize your potential by investing in you from the start. We're cultivating a team of big thinkers through coaching and mentorship with our best-in-class leaders, and giving you the time and tools to develop your skills. Impact | We are creating a world where living in, investing in, managing, and supporting communities feels magical and effortless, freeing people to thrive. We do this by innovating with purpose while cultivating a culture of impact. We learn as much from each other as we do our customers and our communities. Connect | We excel at hybrid work by fostering an environment that feels flexible, personal and connected, no matter where we are. We create space to fuel innovation and collaboration, and we come together to celebrate, connect, and succeed.

Role Description We’re looking for a Senior Renewals Specialist to join our collaborative team and manage the renewal process for 1Password’s security software products. In this role, you’ll help support strong customer retention, protect recurring revenue, and foster long-term relationships with customers in partnership with the broader Go To Market (GTM) organization. The ideal candidate will bring a well-rounded background in renewals, sales, customer success, or account management, along with a strong commitment to delivering a thoughtful, high-quality customer experience. This role will support renewals across multiple customer segments, including Enterprise and Channel customers. Reporting into the Director, Customer Success EMEA, this role is based remotely in the United Kingdom (UK). This is a remote opportunity within the UK. Qualifications - 4+ years of experience in renewals, account management, customer success, sales, or a related customer-facing role in a software or technology environment. - Understanding of Software as a Service (SaaS) business models, recurring revenue, and customer retention principles. - Experience managing renewal conversations, customer relationships, and contract timelines. - Strong communication and interpersonal skills, with the ability to build trust with customers and internal partners. - Ability to interpret data, identify trends, and use insights to support decision-making. - Experience using Salesforce, Gainsight, or similar customer relationship management and customer success tools. - Ability to work collaboratively across cross-functional teams. - Experience using Artificial Intelligence (AI) tools to improve efficiency, streamline workflows, synthesize research, or generate customer insights. Requirements - Manage the end-to-end renewal process for existing customer accounts, ensuring contracts are renewed accurately and on time. - Partner with customers ahead of contract expiration to review renewal options, answer questions, and address potential concerns. - Build and maintain strong customer relationships by understanding customer goals, usage, challenges, and opportunities. - Identify retention risks early and work with internal partners to develop practical strategies to support successful renewals. - Analyze renewal trends, license usage, and true-up requirements to inform customer conversations and account planning. - Collaborate with Sales, Customer Success, Product, and other GTM teams to deliver a consistent and positive customer experience. - Educate customers on the value of 1Password, including relevant product updates, features, and capabilities. - Ensure renewal agreements are properly documented and aligned with company policies and processes. - Share customer feedback and insights with internal teams to support product improvements and customer satisfaction. Benefits - The annual base salary for this role is between £57,000 GBP and £80,000 GBP. - Immediate participation in 1Password's benefits program (health, dental, pension, and many others). - Utilization of our generous paid time off. - An equity grant and, where applicable, participation in our incentive programs.

Role Description We are expanding its remote travel division and seeking detail-oriented individuals to assist guests with hotel reservations, itinerary coordination, and high-level client support. You’ll help clients select accommodations, manage reservations, and ensure every travel experience is smooth from start to finish. Key Responsibilities: - Process and confirm hotel bookings through preferred travel partners - Communicate with clients regarding rates, availability, and details - Provide professional customer service via phone, email, or chat - Research properties and destination amenities to match client needs - Maintain accurate records of reservations and client preferences Qualifications - Exceptional communication and organization skills - Enthusiasm for travel, hotels, and guest satisfaction - Self-discipline and accountability in a remote environment - Basic computer proficiency and comfort learning new systems Benefits - 100 % remote structure with flexible scheduling - Access to professional travel training and certification paths - Mentorship and advancement opportunities within Destination Knot - Access to industry discounts after completion of onboarding Company Description Start your remote career in travel with a team that values service, growth, and professionalism. Salary: $45,000 - $65,000 a year We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Role Description One of New York’s top personal injury firms seeks an experienced Spanish speaking Intake Specialist with immediate availability. This position is part-time, fully remote. The Intake Specialist is the face and voice of the firm and is responsible for making clients feel comfortable. It is important for Intake Specialists to have strong communication and organization skills to succeed in this position. If you have exceptional people skills and are passionate about helping others, you may be the perfect fit. - Communicating with clients - Screen incoming calls - Filing no-fault applications - Obtain signatures and other essential qualifiers from clients Qualifications - Must have 1+ years of work experience in a personal injury law firm and complete knowledge of opening personal injury files - Bilingual, Spanish Required - Strong listening, written and verbal communication skills; accuracy in work and communication - Ability to console and advise distressed callers - Ability to maintain confidentiality of information - Ability to read, analyze and interpret information; keep systems organized and work cooperatively with a variety of staff - Superior organizational and time management skills - Ability to multi-task in a fast paced, high volume and dynamic office environment - Strong work ethic and professional disposition - Strong attention to detail and highly motivated - Achieve high level of productivity - Ability to learn the firm’s case management database and to utilize it consistently and efficiently. Preferred knowledge of Smart Advocate, Outlook, Work and Excel Requirements - Law Office: 1 year (Required) - Personal Injury: 1 year (Required) - Language: Spanish (Required) Benefits - Salary: $24.00 - $26.00 per hour Schedule - 2 Part-time Remote Positions Available: - Schedule 1: Saturday and Sunday - AM Shift, Two Weekdays - Evening Shift - Schedule 2: Saturday and Sunday - Evening Shift, Two Weekdays - Evening Shift