Property Management Software Support Specialist - AppFolio

What You’ll Do

The Property Management Software Systems Specialist provides first‑level support to Coastal Ridge’s team members, software, and systems throughout the organization. Utilizing remote support techniques and strong property management software expertise, this role focuses heavily on App Folio, while also troubleshooting Entrata and Real Page (One Site, AIRM) products and assisting with other technology and program‑related needs across the organization. This position plays a critical role in ensuring smooth daily operations for site‑level and corporate users by supporting workflows, system access, integrations, and troubleshooting across multiple platforms, with a strong emphasis on App Folio best practices.

Located in downtown Columbus, Ohio, our corporate offices overlook the Columbus Commons, which hosts over 200 events each year. Enjoy the building’s fitness center and rooftop terrace with adjoining clubroom, and walk to some of the city’s best restaurants and downtown amenities.

• Provide technical phone and remote support for internal end users on hardware and software issues, primarily supporting the App Folio system, including workflows, configurations, reporting, and user access. Also support Entrata and Real Page products such as Entrata Core, One Site, and AIRM on an as‑needed basis.
• Manage and maintain user access, permissions, and role‑based security across App Folio, Entrata, and Real Page platforms.
• Troubleshoot operational and accounting‑related system issues for both site‑level and corporate teams.
• Field, document, and manage Help Desk tickets; accurately log issues, research root causes, and escalate when necessary.
• Identify trends and recurring issues in tickets and recommend training opportunities or system improvements to reduce overall ticket volume, particularly within App Folio workflows.
• Maintain and document system procedures, workflows, and best practices, with emphasis on App Folio standardization.
• Assist in developing and updating policies and procedures to improve departmental and company‑wide efficiency.
• Support and participate in company‑wide software implementations, transitions, integrations, and optimization projects.
• Other duties and projects as directed and assigned.

• High school diploma or equivalent required;
  Bachelor’s degree preferred.
• At least 2+ years of experience supporting App Folio strongly preferred, with additional experience in Entrata and/or Real Page products highly desirable.
• Administrator‑level experience in property management software platforms preferred.
• Strong understanding of property management operations, accounting workflows, and site‑level processes.
• Operational site‑level property management experience preferred.
• Excellent customer service and communication skills with the ability to support users of varying technical skill levels.
• Strong problem‑solving, investigation, and documentation skills.
• Ability to handle highly confidential information and sensitive financial data.
• Ability to prioritize and manage multiple requests in a fast‑paced, high‑demand environment.
• Ability and desire to train end users on new workflows and processes.

• An effective communicator who clearly delivers information in a timely manner, listens, and asks thoughtful questions to resolve issues efficiently.
• A supportive team player who works collaboratively, remains flexible, and consistently supports coworkers by communicating challenges and seeking feedback.
• A customer‑service champion who approaches residents, prospects, vendors, and internal teams with professionalism and positivity, takes ownership of issues, and follows through to resolution.
• A masterful executor who manages competing priorities, meets deadlines, adapts to changing business needs, and consistently delivers results in a fast‑moving environment.

Built on the foundation of over 20 years of friendships, Coastal Ridge is a vertically integrated multifamily real estate operator, investor, and developer whose unique approach successfully combines data and experience. Supported by over 800 real estate professionals with deep sector expertise, we have quickly grown into a leader in the multifamily industry. Our values are based on relationships and driven by honesty, integrity, and trust.

As a Coastal Ridge Real Estate associate, you’ll be eligible to participate in a variety of benefit programs designed to fit you and your lifestyle. We are committed to providing competitive and comprehensive benefits that align with our culture and the needs of our associates.