[Remote] Customer Care Specialist I - Payment Solutions

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 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.