Billing Operations Specialist

## Billing Operations Specialist Apply locations:
Austin, TX (E 6th St) time type:
Full time posted on:
Posted 2 Days Agojob requisition :
JR100391

Here at
** Lower**, we believe home ownership is the
** key to building wealth**, and we’re making it
** easier and more accessible
** than ever. As a
** mission-driven fintech**, we simplify the home-buying process through cutting-edge technology and a
** seamless customer experience**.With
** tens of billions in funded home loans
** and top ratings on
** Trustpilot (4.8), Google (4.9), and Zillow (4.9)**, we’re a leader in the industry. But what truly sets us apart?
** Our people.
** Join us and be part of something bigger.
*
* Job Description:

** The Billing Operations Specialist plays an essential role in ensuring the accuracy and reliability of daily payment operations. This position is responsible for management of processes across subscription programs, quality control of subscription payment processing, triaging payment issues and customer requests, and managing payment failures within defined service-level agreements (SLAs).Beyond day-to-day execution, this role owns the standard operating procedures (SOPs) that govern billing operations — building, documenting, and continuously refining them — and acts as a thought partner to leadership in identifying recurring problems and driving durable solutions.

Working within the Chargify/Maxio/Salesforce platform across multiple product verticals and pricing models, this role ensures that all transactions are processed correctly, issues are resolved promptly, and customers experience seamless billing support. The ideal candidate is detail-oriented, proactive, excels in fast paced environment, and eager to grow within a dynamic operations environment.##
*
* Location:

Hybrid (3 days per week in-office) in Austin, TX
**** Compensation: $65, annually**##
** Key Responsibilities**###
** Payment Processing & Quality Control
*** Review daily payment batches to verify successful processing and flag discrepancies.
* Monitor subscription billing activity across all product verticals within Chargify/Maxio.
* Ensure data accuracy and consistency between internal systems and payment records.
* Identify, escalate, and correct billing errors, missing data, or inconsistencies.### ### ###
** SOP Creation, Management & Implementation
*** Build new SOPs from scratch for recurring billing workflows, payment triage, and failure-recovery processes — documenting step-by-step procedures, ownership, and escalation paths.
* Maintain a centralized, up-to-date SOP library; review and revise documentation on a regular cadence as tools, pricing models, or policies change.
* Roll out new or updated SOPs to the team, including training and confirming adoption.
* Audit adherence to existing SOPs and identify gaps between documented process and actual practice.
* Partner with cross-functional teams (Finance, Sales, Tech) to align SOPs with upstream and downstream workflows.### ### ###
** Issue Triage & Customer Support
*** Serve as the first point of contact for payment-related inquiries or customer issues.
* Triage incoming issues by severity and type, and route requests to the appropriate internal team (Finance, Sales, Tech) using clear, documented triage criteria.
* Maintain and refine a triage framework/decision tree so issues are consistently categorized and routed regardless of who is handling intake.
* Provide timely, clear communication to customers regarding payment status and resolutions.
* Log and track all issues to ensure closure within established SLAs.
* Identify patterns across triaged issues and flag emerging trends before they become widespread.### ### ###
** Payment Failure Management
*** Monitor and respond to failed or declined payments within defined time frames.
* Investigate root causes of payment failures and take corrective actions.
* Coordinate with customers to update payment methods or retry failed transactions.
* Document recovery efforts and track performance against recovery targets.### ### ###
** Process Ownership & Continuous Improvement
*** Act as a thought partner to leadership and cross-functional stakeholders on process design…