Payments Collection Specialist

Lodgify; España; Hybrid; EUR 32,000 - 42,000; Full time

Benefits offered by this job

Remote work

Health insurance

25 days vacation

Flexible remuneration

Home office gear

Annual offsite

Job summary

Lodgify is seeking a Payment Collections Specialist to join our Customer Success team in a hybrid role in Barcelona. You’ll focus on retaining customers, manage billing and collections, and support account upgrades, using proactive communication to resolve issues.

You’ll work primarily by phone with some email and chat, report issues across teams, negotiate tailored retention solutions, and document key activities to drive revenue while maintaining strong customer relationships.

Qualifications

• 2+ years in a related role.
• Fluent in English with excellent written and verbal communication.
• Customer retention experience is ideal but not mandatory.
• Sales-related experience is a plus.
• Additional languages are a plus.

Responsibilities

• Handle billing and collections to improve revenue and customer retention.
• Communicate with customers by phone, email and chat to resolve issues.
• Identify upsell opportunities and support account upgrades.
• Negotiate retention solutions and maintain strong relationships.
• Document activities and provide feedback for product and process improvements.
• Collaborate with cross-functional teams to resolve escalations.

Skills

Customer retention

Phone communication

Negotiation

English

Sales experience

Multilingual

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.

We are looking for a Payment Collections Specialist to join our Customer Success team in a hybrid 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.
• 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?

Remote Flexibility: The freedom to work from home.

Time to Recharge: 25 working days of paid vacation and Jornada Intensiva in August.

Alan Health Insurance: Premium health, dental, and mental health support via Alan. Pre-existing conditions are covered.

Tax-Free Savings: Increase your take-home pay by using Flexible Remuneration for meal costs (up to €220/mo) and public transport (up to €136/mo).

Home Office Gear: We provide a table, ergonomic chair, and monitor for your home setup.

Annual Offsite: We bring the whole team together in Barcelona once a year for an unforgettable company offsite!

Dynamic Hub: A high-energy, inclusive environment designed for collaboration and connection with a team that represents over 60 countries.