Customer Care Specialist II - Payment Solutions

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 - Payment Solutions, your mission is to serve as a strategic partner to our customers and payment partners, transforming complex payment, risk, and compliance challenges into seamless solutions through deep product expertise. You are the primary resource and link between AppFolio Property Manager, the customer, and our partners, empowering them with the guidance needed to drive their business success while ensuring adherence to payment processing standards. This high-impact role supports both our external customer community and internal team members by fostering a culture of innovation, risk mitigation, and collaborative problem-solving.

Your Impact

• Complex Troubleshooting: Deliver expert-level troubleshooting and workflow guidance across multiple communication channels (including phone or email) while maintaining top-tier performance, quality scores, and response time expectations.

• Root Cause Analysis: Analyze system behavior, accounting/bookkeeping data, and payment processing patterns to identify root causes, moving beyond surface-level symptoms to provide long-term solutions.

• Risk & Escalation Management: Independently navigate complex customer situations and payment escalations. Maintain consistent procedural alignment across Risk, Payment Operations, and third-party vendors, acting as the main point of contact for escalations.

• Queue & Workload Management: Manage high-volume workloads and allocated customer/partner requests with a focus on meeting established service level agreements and maintaining high schedule reliability.

• Mentorship & Knowledge Sharing: Act as a subject matter expert by mentoring peers, sharing best practices, conducting product training to increase customer/team product knowledge, and contributing to the internal library of troubleshooting documentation.

• Cross-Functional Collaboration: Collaborate with cross-functional teams, including Product, Payments Operations, Risk and Fraud, as well as Compliance, to provide valuable feedback on processes, payment software enhancements, and client interactions.

• System Operations: Utilize Salesforce, PlayVox, and Zoom to manage and execute all face-to-face and queue-based customer interactions.

Qualifications

• Problem Solving: Creative problem-solving; able to use creativity and curiosity as tools to pick apart any problem, producing a solution which is relevant and realistic. Strong analytical capabilities for advanced problem-solving and root cause analysis.

• Customer Focus & Relationship Building: Exceptional customer relationship-building skills. Understand the needs of our customers, as well as cross-departmental associates, and strive to delight at each touchpoint.

• Attention to Detail: Highly organized and strong ability to multitask. Appropriately checks all work for errors, handles sensitive information securely, and does not let important details slip.

• Proactivity & Initiative: Takes action without being told what to do at each step; generates novel ideas and processes to drive the business, team, and payments initiatives forward.

• Growth Mindset: Strong desire to learn and improve in all areas related to work, master AppFolio's payments products (including Value Added Services), and branch out to acquire new skills.

• Collaboration & Resourcefulness: Able to find tools and resources to get the job done with minimal guidance. Build rapport and collaborate cross-functionally in a fast-paced, evolving environment.

Must Have

• Education & Experience: BA/BS degree or equivalent professional work experience.

• Professional Background: 3+ years of professional experience in a customer-facing environment, with a strong preference for long-term experience within Compliance, Payments, Risk, Fraud, or Fintech.

• Industry & Support Experience: Previous technical customer support experience in high-volume, queue-based environments. Experience in the property management industry and/or accounting/bookkeeping knowledge is highly valued.

• Remote Experience: 1+ years of remote/hybrid work experience with a high rate of adherence to assigned shifts.

• Communication Skills: Clear and concise verbal and written communication skills, with the ability to explain complex technical and compliance concepts to non-technical audiences.

• Tools Proficiency: Comfortable navigating multiple digital tools, CRM platforms (such as Salesforce), Slack, Google Suite, PlayVox, and Zoom.

• Drive & Mindset: A "bias for action," team-oriented mindset, and an incredibly positive outlook with a desire to take on more responsibilities and drive initiatives.

Location

Find out more about our locations by visiting our site.

Compensation & Benefits

• Expected Base Pay Range: $23.50 - $28.80 (hourly base pay).

• How Pay is Determined: The actual base pay 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.

• Total Rewards: 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/commissions you may be eligible for based on your role and/or employment type.

• Benefits: 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.