Customer Care Specialist II - Payment Support

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. 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 . 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. For more information about AppFolio, visit appfolio.com. 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. Paddle as One. Learn more at appfolio.com/company/careers Statement of Equal Opportunity At AppFolio, we value diversity in backgrounds and perspectives and depend on it to drive our innovative culture. That’s why we’re a proud Equal Opportunity Employer, and we believe that our products, our teams, and our business are stronger because of it. This means that no matter what race, color, religion, sex, sexual orientation, gender identification, national origin, age, marital status, ancestry, physical or mental disability, or veteran status, you’re always welcome at AppFolio.