Customer Care Specialist II - Payment Support

AppFolio is a community of dreamers, big thinkers, problem solvers, active listeners, and multipliers. We set the pace for innovation in real estate, creating effortless and meaningful experiences that empower customers to seize opportunities. As one team, we are a force for good, driving extraordinary outcomes for our customers, communities, and ourselves.

About the role

As a Customer Care Specialist II on our Payment Support team, you will resolve complex financial and transactional inquiries for our customers. Leveraging deep expertise in payment processes and advanced conflict resolution, you will turn challenging situations into opportunities for building trust. You will manage high-stakes issues with urgency, ensuring clients feel empowered and supported at every touchpoint.

Responsibilities

• 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 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.
• Thrive in a highly collaborative, cross-functional environment, partnering closely with Product teams to surface systemic payment bugs.

Requirements

• 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 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.
• Comfortable navigating multiple digital tools, including Salesforce and Customer Relationship Management platforms (e.g., Intercom).

Pay

The compensation range for this role is $23.50 - $28.80 per hour (OTE). Actual compensation will be determined by factors such as skills, education, experience, and internal equity. This range does not include additional benefits or discretionary bonuses.

Benefits

Regular full-time employees are eligible for benefits. For details, visit AppFolio’s benefits page.

About AppFolio

AppFolio is the technology leader powering the future of the real estate industry. Our innovative platform and trusted partnership enable customers to connect communities, increase operational efficiency, and grow their business. Learn more at 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 drives the growth of our business and ourselves.
• Learn: We invest in your potential from the start through coaching, mentorship, and development tools to help you realize your skills.
• Impact: We create a world where living in, investing in, managing, and supporting communities feels effortless. We innovate with purpose and cultivate a culture of impact, learning from each other as much as from our customers and communities.
• Connect: We excel at hybrid work by fostering flexibility, personal connection, and collaboration, no matter where we are. We come together to celebrate, innovate, and succeed as one team.