Billing Operations Specialist - Austin, TX or Remote

Lower; Austin (TX); Hybrid; USD 65,000 - 75,000; Full time

Job summary

Lower, based in Austin, TX, seeks a Billing Operations Specialist to ensure accurate day-to-day subscription billing, process payments, and maintain SOPs. This customer-facing role triages issues with customers and coordinates with Finance, Sales, and Tech to resolve problems.

You’ll monitor payment activity, manage failed payments, and drive root-cause fixes while contributing to reporting on payment performance and trends.

Qualifications

• 3–5 years of billing, payment operations, or subscription operations experience, ideally in a SaaS or B2C environment.
• Hands-on experience with a subscription billing platform (Chargify/Maxio, Zuora, Chargebee, Recurly, Stripe Billing) and dunning/recovery.
• CRM experience is a plus; Salesforce experience is a bonus but not required.
• Proficiency in Excel/Google Sheets and data analysis.
• Experience documenting SOPs and structured processes from scratch.

Responsibilities

• Review daily payment batches for accuracy and correct discrepancies.
• Monitor subscription billing across product verticals and ensure data consistency.
• Serve as first point of contact for payment inquiries and triage to appropriate teams.
• Monitor failed/declined payments, investigate root causes, and coordinate recovery with customers.
• Build, document, and roll out SOPs; conduct root-cause analyses and drive permanent fixes.

Skills

Billing operations

SaaS / subscriptions

CRM (Salesforce)

Excel / Google Sheets

Root-cause analysis

Process documentation

Tools

Chargify/Maxio

Zuora

Chargebee

Recurly

Stripe Billing

Job description

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:Position SummaryThe Billing Operations Specialist ensures accuracy and reliability in day-to-day subscription billing operations — processing payments, managing failed transactions, and maintaining the SOPs that keep billing running smoothly. This is a customer-facing role: the Specialist will triage issues directly with customers and routing them appropriately. The role works across multiple product verticals and pricing models, partnering with Finance, Sales, and Tech to resolve issues and improve processes over time.What You'll DoPayment Processing & Issue ResolutionReview daily payment batches for accuracy; flag and correct discrepancies.Monitor subscription billing activity across product verticals; ensure data consistency between systems.Serve as first point of contact for payment-related inquiries; triage by severity/type and route to the right team using documented criteria.Monitor and respond to failed/declined payments within SLA; investigate root causes and coordinate recovery with customers.Track issues and recovery efforts to closure, and flag emerging patterns before they become widespread.SOP & Process OwnershipBuild, document, and maintain SOPs for billing workflows, triage, and failure-recovery — including ownership and escalation paths.Roll out SOP updates to the team and audit adherence over time.Conduct root-cause analysis on repeat issues and drive permanent fixes rather than recurring workarounds.Act as a thought partner to leadership on recurring problems, presenting findings and recommended solutions.ReportingSupport daily/weekly reporting on payment performance, failure trends, and process adherence.Maintain accurate subscription records.Required Skills & Qualifications3–5 years of billing, payment operations, or subscription operations experience, ideally in a SaaS or B2C environment.Hands-on experience with a subscription billing platform is required (e.g., Chargify/Maxio, Zuora, Chargebee, Recurly, Stripe Billing, or similar) — specific platform experience is less important than solid working knowledge of recurring billing, dunning/failed payment recovery, and subscription lifecycle management.Experience with a CRM is a plus; Salesforce experience is a bonus but not required.Proficiency in Excel/Google Sheets.Demonstrated experience building or documenting SOPs/structured processes from scratch.Strong written and verbal communication; able to turn ambiguous situations into clear, documented processes.Comfortable identifying patterns in data and driving root-cause fixes rather than repeated triage.Able to manage multiple priorities and deadlines in a fast-paced environment.Nice to HavePrior experience specifically with Chargify/Maxio or Recurly.Experience presenting process recommendations to leadership or cross-functional stakeholders.LocationPrefer Hybrid in Austin, TX but will consider Remote.Compensation$65,000-75,000 per year.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.