Customer Care Specialist II - Payment Support
$48,880–$59,904 year
HybridColorado, United States
Job Summary
Own the end-to-end resolution of complex payment inquiries, ensuring accuracy and transparency while solving sophisticated transactional discrepancies using AppFolio's payment processors. Implement efficient workflows to manage high-volume workloads without sacrificing quality, leveraging deep expertise in payment processes and advanced conflict resolution to de-escalate high-stakes financial disputes. Build trust by listening to customer needs during stressful situations, providing empathetic and clear communication. Partner closely with Product teams to surface systemic payment bugs in this highly collaborative, cross-functional environment. Requires 2+ years in payment processing or financial technology support, proficiency with Salesforce and Intercom, and a bias for action in a fast-paced setting.
Required Qualifications
- 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)
Desired 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
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