What are the responsibilities and job description for the Customer Care Specialist II - Payment Support position at AppFolio?
As a Customer Care Specialist II on our Payment Support team, you will be the driving force behind resolving complex financial and transactional inquiries for our customers. You will leverage your deep expertise in payment processes and advanced conflict resolution to turn challenging situations into opportunities for building trust. By managing high-stakes issues with a sense of urgency, you will ensure our clients feel empowered and supported at every touchpoint.
Your Impact
Own the end-to-end resolution of complex payment inquiries, ensuring accuracy and absolute transparency throughout the process.
- Implement efficient workflows for personal task prioritization to effectively manage a high-volume workload without sacrificing quality.
- Solve sophisticated transactional discrepancies by leveraging data within AppFolio’s payments processors to trace and rectify payment issues.
- Build trust by listening to customer needs during high-stress financial disputes, providing empathetic, clear, and reassuring communication.
Thriving in a highly collaborative, cross-functional environment, partnering closely with Product teams to surface systemic payment bugs.
Qualifications
Proven track record of navigating complex financial workflows and advanced transactional problem-solving.
- Exceptional communication skills with a demonstrated ability to de-escalate high-stakes customer frustrations surrounding financial transactions.
- Demonstrates active listening skills and a team-oriented mindset to support both customers and colleagues.
- A "bias for action" and the ability to thrive in a fast-paced, evolving environment while working independently.
Must Have
2 years of experience in a specialized customer support or care role, specifically focusing on payment processing, billing, or financial technology.
- 1 years of remote/hybrid work experience with a high rate of adherence to assigned shifts.
- Proven mastery of strategic problem-solving, advanced conflict resolution, deep customer relationship building, and efficient workload prioritization skills.
- Comfortable navigating multiple digital tools, including Salesforce and Customer Relationship Management platforms (i.e. Intercom).
Location
Find out more about our locations by visiting our site.
Compensation & Benefits
The compensation that we reasonably expect to pay for this role is: $23.50 - $28.80 [hourly pay / OTE]. 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.
Regular full-time employees are eligible for benefits - see here.
Salary : $24 - $29