Billing Operations Specialist

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. Privacy Policy Here at Lower, we believe homeownership is the greatest wealth creator in America today. Our goal is to make homeownership accessible to more people. We also know the path to get there can be daunting; but it doesn’t need to be. As a mission-driven fintech, everything we do revolves around simplifying the home buying process. Through our growing family of companies and products, our team meets customers where they want to do business at every step of the journey. Lower has originated, underwritten, and funded tens of billions of dollars in home loans and offers an industry-leading customer experience with ratings of 4.8 on Trustpilot, 4.9 on Google, 4.9 on Zillow, and A+ from the Better Business Bureau. We innovate through technology, but our people are what sets us apart. Are you interested in a career at Lower but not sure what you're looking for? Click here to drop us your Resume and we can help find you a good fit on our team!

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