The Role
Manage daily subscription payment operations, monitor billing activity, triage payment issues, and own SOP creation and maintenance. Ensure data accuracy across Chargify/Maxio and Salesforce, resolve payment failures, communicate with customers, and drive process improvements to reduce recurring issues and improve recovery performance.
Summary Generated by Built In
Here at Lower, we believe homeownership 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
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 timeframes.
- 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 — proactively surfacing recurring or systemic issues with recommended solutions.
- Own the end-to-end lifecycle of assigned processes: define the process, implement, monitor performance, and iterate based on outcomes.
- Conduct root-cause analysis on repeat issues and drive them to permanent resolution (not repeated workarounds), proposing process, system, or policy changes as needed.
- Build a habit of translating one-off fixes into scalable SOPs so the same problem doesn't require manual intervention twice.
- Present findings and recommendations on recurring problems to stakeholders, with clear proposed solutions and expected impact.
Operational Support & Reporting
- Assist with updating and maintaining accurate subscription records.
- Support daily and weekly reporting on payment performance, failure trends, and SOP/process adherence.
- Contribute to ongoing process improvements to increase accuracy and efficiency.
Required Skills & Competencies
- Strong attention to detail and commitment to accuracy.
- Proficiency in Excel/Google Sheets; familiarity with CRMs (Salesforce experience strongly preferred).
- Billing platform experience required (Chargify/Maxio experience strongly preferred; Recurly experience is a plus).
- Demonstrated experience creating, documenting, and implementing SOPs or structured processes from the ground up.
- Excellent written and verbal communication skills, with the ability to translate ambiguous or messy situations into clear, documented processes.
- Proactive, solution-oriented mindset — comfortable identifying recurring problems and driving them to root-cause resolution rather than repeatedly triaging symptoms.
- Ability to act as a thought partner to managers/stakeholders on process and operational decisions.
- Ability to manage multiple tasks, priorities, and deadlines.
- Comfort working with data and identifying patterns or discrepancies.
- Basic understanding of billing, payment processing, or subscription operations (required).
Ideal Candidate Profile
- Hands-on experience with Chargify/Maxio (or a comparable SaaS billing platform).
- Prior experience with Salesforce in an operational or support capacity is strongly preferred.
- Background in a B2C, subscription-based, or SaaS environment.
- Track record of building or improving SOPs and operational processes in a fast-paced environment.
Qualifications
- 3–5 years of business & operations experience in an enterprise environment.
- Experience in a subscription-based, SaaS environment required.
Lower provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
The base pay range for this role is $65,000 – $75,000 per year.
Skills Required
- Strong attention to detail and commitment to accuracy.
- Proficiency in Excel or Google Sheets.
- Familiarity with CRMs.
- Salesforce experience.
- Billing platform experience.
- Chargify or Maxio experience.
- Recurly experience.
- Demonstrated experience creating, documenting, and implementing SOPs or structured processes.
- Excellent written and verbal communication skills.
- Proactive, solution-oriented mindset and root-cause focus.
- Ability to act as a thought partner to managers and stakeholders.
- Ability to manage multiple tasks, priorities, and deadlines.
- Comfort working with data and identifying patterns or discrepancies.
- Basic understanding of billing, payment processing, or subscription operations.
- 3-5 years of business and operations experience in an enterprise environment.
- Experience in a subscription-based or SaaS environment.
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The Company
What We Do
We believe owning a home is one of the greatest wealth builders out there. So our goal is to make homeownership more accessible, and to help more people buy homes. We are #31 Top Mortgage Lender on Scotsman Guide and have been recognized as one of Fast Company's Most Innovate Companies in the World. As the parent company, Lower has individual brands and branches spread across the country. Along with our direct-to-consumer online lender, Lower.com, we're meeting people where they are to create more homeowners together. Our family of companies are 10th Mortgage, Alderus Mortgage, AMSW Lending, Banner Mortgage, Cabrales Mortgage, Community Lending, DMV Mortgage Group, Fairfax Mortgage, First Trust Mortgage Company, Gerber Group, Hamilton Home Mortgage, Heckman Mortgage, Homeside Financial, Hometrust, Home Team Lending, Lower.com, Lower Local, McCaughan Home Lending, Oxford Home Lending, PowerTPO, Team Hochberg, Universal Lending Home Loans, Vybe Mortgage, and Yes Mortgage. Equal Housing Lender | nmlsconsumeraccess.org | NMLS #1124061
