Support Specialist

About Proprietio

Proprietio is an AI-powered property management platform for the U.S. market. One system handles rent collection, owner and tenant portals, maintenance and work orders, compliance workflows, payments and portfolio visibility — with modular add-ons and upgrades on top. We sell to landlords and property management companies of every size, real estate operators, and condo / co-op / HOA boards who are tired of stitching together legacy PMS tools, spreadsheets and point solutions.

The role

Learn Proprietio through the Proprietio Academy, earn your Silver certification, then answer the landlords, property managers and residents who write or call — by email, website chat and phone, inside Proprietio's support desk. Every case goes to resolved: answered, routed to the right team, or escalated with a bug report engineering can act on.

You don't need to know property-management software — we teach it.

Day one, you start the Proprietio Academy: Foundations, then the Support program — a support case from first message to resolved, a public reply versus an internal note, transferring a chat to another department, rent payments, returns and disputes explained simply, and a good bug report. Short episodes, with a quiz after each one, and your Silver certification at the end.

Email, website chat and phone land in one place: an email to support@proprietio.com opens a case on the desk, next to the chats and the calls.

Proprietio AI briefs you on a case and suggests a reply you read, edit and send yourself.

The Academy is refreshed every quarter. It runs in English.

Who we're looking for

You don't need to know property-management software — we teach it. We want a patient, precise person with 0–2 years in a customer-facing job — customer support, a help desk, a call center, a leasing office, a front desk, retail — who writes clearly, stays calm with an upset customer, and would rather look something up than guess. You keep notes another person can pick up, you take feedback and change the next reply, and you speak fluent professional English (Spanish is a plus).

What you'll do

• Complete the Proprietio Academy and earn your Silver certification on the Support program: every required episode completed, every quiz passed and your final validated.
• Answer landlords, property managers and residents by email, website chat and phone, inside Proprietio's support desk, within the response time each priority sets.
• Take a case from first message to resolved: a public reply the customer can act on, internal notes for the team, the right status.
• Transfer what is not support to the right department — Sales, HR or Engineering — with a note the next person can act on.
• Never guess on money: rent payments, returned payments and disputes are answered by the rules you learn in the Academy, and what you cannot confirm is escalated, never promised.
• Escalate real bugs with a good report — what happened, where, the steps, what was expected, a screenshot — and stay with the customer until it is fixed.
• Bring back what customers keep asking: it feeds the help content, the product and the quarterly Academy update.

What we're looking for

• 0–2 years in a customer-facing job — customer support, a help desk, a call center, a leasing office, a front desk or retail.
• Clear, friendly writing — short replies with no typos.
• Calm and patient on the phone, including with an upset customer.
• Careful with facts: you look things up and escalate rather than guess.
• Organized: every case you touch has notes and a next step.
• Fluent professional English, written and spoken.

Bonus points

• Spanish — we support Spanish-speaking landlords and residents.
• Worked in property management, leasing or multifamily (you know the customer's day).
• A help desk or ticketing tool (Zendesk, Intercom, Freshdesk or similar).
• Wrote help-center articles or bug reports before.