Note: The job is a remote job and is open to candidates in USA. AppFolio is a technology leader in the real estate industry, seeking a Customer Care Specialist I - Payment Solutions to enhance customer satisfaction and engagement. This role involves managing customer interactions, providing product training, and acting as a liaison between customers and payment partners to ensure compliance and support.
Responsibilities
- Master the AppFolio’s payment product through a formal onboarding program and continued learning, with an emphasis in our Value Added Services
- Work within a small team to manage an allocated queue of customer and partner requests
- Provide timely responses to customer support and partner inquiries via phone and email
- Provide Value Added Services product training to increase customer product knowledge
- Maintain an organized queue of open support requests
- Maintain consistent procedural alignment across Risk, Payment Operations, and third-party vendors
- Act as the main point of contact for escalations for internal teams and external payment partners
- Establish a trusted advisor relationship to ensure customer satisfaction and policy adherence
- Utilize SalesForce and Intercom (as applicable) to manage all customer interactions and inquiries
- Utilize Zoom to provide efficient face-to-face customer service
- Provide valuable feedback to the Product team based on client interactions
- Receive direction from Manager and guidance from fellow Payments CCSs
- Serve as an AppFolio brand ambassador to create promoters within the industry
- Drive success by utilizing excellent judgment and decision-making ability, complex problem-solving, and excellent communication/writing skills
Skills
- Bachelor's Degree or relevant work experience
- 1+ years of remote/hybrid work experience
- Long-term experience in a customer-facing role within Compliance, Payments, Risk, Fraud, or Fintech providing direct customer service and demonstrating growth through consistent top performance
- Ability to effectively manage multiple tasks with response time expectations in mind
- Organized and effective in task and queue management
- Able to communicate clearly and concisely with team, manager, and customers via phone, chat, and email
- Embody an incredibly positive outlook with a desire to grow, take on more responsibilities, and drive initiatives
- Ability to advise critically and confidently; strives to understand nuances of customer needs and exhausts available resources in an effort to provide the most comprehensive resolution possible
- Technical Customer Support experience in a queue-based environment
- Property Management and/or Accounting/bookkeeping knowledge a plus
- Previously experience in a Payments role/knowledge is a plus
Company Overview
- AppFolio is a cloud business management solutions provider for the real estate industry. It was founded in 2006, and is headquartered in Goleta, California, USA, with a workforce of 1001-5000 employees. Its website is https://www.appfolio.com.
Company H1B Sponsorship
- AppFolio has a track record of offering H1B sponsorships, with 7 in 2026, 18 in 2025, 24 in 2024, 22 in 2023, 34 in 2022, 51 in 2021, 35 in 2020. Please note that this does not guarantee sponsorship for this specific role.