Payment Collections Specialist

Lodgify; Barcelona; On-site; EUR 28,000 - 38,000; Full time

Benefits offered by this job

Remote work

International team

Referral program

Job summary

Lodgify is looking for a Payment Collections Specialist to join our Customer Success team in a fully remote position. You will manage cancellations with a retention focus, oversee billing and collections, and support account upgrades across an international team.

The role requires excellent English, at least 2 years in a similar role, and strong negotiation skills. You’ll communicate via phone, email and chat to resolve issues and protect revenue.

Qualifications

• Minimum 2 years of experience in a related role.
• Fluent in English with excellent written and verbal communication.
• Experience in customer retention and collections preferred.
• Comfort with phone-based outreach and negotiation.

Responsibilities

• Manage cancellation requests with a retention focus.
• Oversee billing and collections; proactively contact customers by phone.
• Identify upsell opportunities and suggest account upgrades.
• Assist customers with billing inquiries via phone, email, and chat.
• Most interactions will be by phone; also support via email and chat.
• Collaborate across teams to report issues and suggest product improvements.
• Contact customers to recover overdue amounts while maintaining relationships.
• Document key activities and ensure follow-up.

Skills

Phone-based communication

Customer retention

Negotiation

English fluency

Proactive outreach

Organization

Tools

CRM software

Billing systems

Job description

Lodgify is a fast-growing scale-up company leading the vacation rental industry. Backed by $30M in funding, our platform empowers property owners and managers worldwide to efficiently manage and grow their business through technology.

Headquartered in sunny Barcelona, we're now a team of 380+ people representing over 60 nationalities, united by a passion for transforming the future of short-term rentals.

Role Overview:

We are looking for a Payment Collections Specialist to join our Customer Success team in a fully remote position. This role is critical to improving company revenue by ensuring customer retention and managing collections effectively.

As a Payment Collections Specialist, you will handle customer retention efforts, manage collections, and support account upgrades. Your responsibilities will include resolving customer concerns, negotiating tailored retention solutions, and maintaining strong relationships through proactive communication.

How You'll Make an Impact:

• Manage cancellation requests, focusing on retaining customers by understanding their concerns and offering personalized solutions.
• Oversee billing and collections, proactively contacting customers by phone, informing internal teams, and optimizing processes.
• Identify upsell opportunities and offer relevant account upgrades.
• Assist customers with billing inquiries and payment issues via phone, email, and chat.
• Most interactions will be conducted by phone, but you will also assist customers via email and chat.
• Collaborate across teams to report issues, suggest product improvements, and contribute to key projects.
• Contact customers via phone and email to recover overdue amounts while maintaining a positive relationship.
• Document key activities and insights gathered throughout the collection process and ensure appropriate follow-up.
• Use negotiation skills to address customer concerns and provide the best solutions for both parties.
• Adhere to established procedures while demonstrating independent problem-solving skills. Maintain active engagement with the team through chat and other channels to ensure collaboration and support.

What Makes You a Great Fit?:

• Minimum 2 years of experience in a related role.
• Confident and proactive in engaging with customers over the phone.
• Fluent in English (excellent written and verbal communication skills).
• Customer retention experience is ideal but not mandatory.
• Sales-related experience is a plus.
• Excellent organization and negotiation skills.

Bonus Points:

• Additional languages like German, Italian or French!

Why you'll love us:

You’ll be part of a growing, dynamic company with a truly international team. At Lodgify, we are full of contagious energy, hard work, and passion for what we do. We celebrate diversity and are proud to acknowledge a variety of backgrounds, perspectives and skills in our team; committed to creating a workplace where everyone is heard and feels a sense of belonging.

What's in it for you?

• The freedom to work from home.
• Salary in EUR/USD!
• We understand the importance of having the right tools for the job, especially in a remote setting: Expense Coverage for Computers & Gadgets.
• Great culture & working environment with an international team of over 60 different nationalities.
• Boost your earning potential with our referral program that offers paid compensation.
• Dive into a career adventure with endless opportunities for growth and development.
• Spice up your remote work routine with a dash of fun! Join us for virtual team activities.

All applications and CVs must be submitted in English