Customer Care Specialist I - Payment Support - AppFolio : Job Details

Customer Care Specialist I - Payment Support

AppFolio

Job Location : San Diego,CA, USA

Posted on : 2025-08-17T00:40:56Z

Job Description :

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.

Role Overview

The Customer Care Specialist I - Payment Solutions will work directly with our customer base and payment partners. You will serve as the link between AppFolio Property Manager, the customer, and our partners, operating as the face of our company to create AppFolio promoters. This position is crucial as it impacts customer satisfaction, retention, and compliance with payment standards. You will provide exceptional service, manage risks, and help customers utilize our software effectively.

Key Responsibilities

  • Master AppFolio's payment product through onboarding and ongoing learning, focusing on Value Added Services.
  • Manage a queue of customer and partner requests within a small team.
  • Respond promptly to inquiries via phone and email.
  • Provide training on Value Added Services to enhance customer knowledge.
  • Keep an organized record of support requests.
  • Align procedures across Risk, Payment Operations, and third-party vendors. Handle escalations for internal teams and partners.
  • Build trusted relationships to ensure satisfaction and policy compliance.
  • Use Salesforce, Intercom, and Zoom to manage interactions and provide face-to-face support.
  • Share feedback with the Product team based on customer interactions.
  • Follow guidance from managers and team members.
  • Represent the AppFolio brand positively to industry stakeholders.
  • Apply sound judgment, problem-solving skills, and effective communication to drive success.

    • Qualifications

    • Creative problem-solving skills with analytical thinking.
    • Strong customer focus and relationship-building abilities.
    • Attention to detail, organization, and ability to multitask.
    • Proactive attitude and resourcefulness.
    • Collaborative mindset and cross-functional teamwork skills.

    Must Have

    • Bachelor's Degree or relevant experience.
    • At least 1 year of remote/hybrid work experience.
    • Experience in customer-facing roles within Payments, Risk, Fraud, or Fintech.
    • Effective multitasking and communication skills.
    • Positive outlook and growth mindset.
    • Technical support experience in a queue-based environment.
    • Knowledge of Property Management or Accounting is a plus.

    Location & Compensation

    Location details available on our website. The salary range is $21.30 - 26.10 per hour, depending on skills and experience. Benefits and bonuses may be included.

    About AppFolio

    AppFolio leads in real estate technology, helping customers connect communities and grow their businesses. More at appfolio.com.

    Why Choose Us

    We foster a culture of high performance, growth, impact, and connection. We invest in our team and support your development. Join us to create effortless community living experiences and thrive together.

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    Apply Now!
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