Lower

Lower

Billing Operations Specialist

Austin, TX (E 6th St)

Sponsorship not specified$65k-$75kDetected 4 days ago
SalesforceExcelCustomer SupportCadenceLeadershipCommunication

About the role

  • Job Description: The Billing Operations Specialist plays an essential role in ensuring the accuracy and reliability of daily payment operations.
  • The ideal candidate is detail-oriented, proactive, excels in fast paced environment, and eager to grow within a dynamic operations environment.

Responsibilities

  • 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.
  • Partner with cross-functional teams (Finance, Sales, Tech) to align SOPs with upstream and downstream workflows.
  • Maintain and refine a triage framework/decision tree so issues are consistently categorized and routed regardless of who is handling intake.
  • Issue Triage & Customer Support
  • Document recovery efforts and track performance against recovery targets.
  • 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.

Requirements

  • 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.

Nice to have

  • Present findings and recommendations on recurring problems to stakeholders, with clear proposed solutions and expected impact.
  • Assist with updating and maintaining accurate subscription records.
  • Contribute to ongoing process improvements to increase accuracy and efficiency.
  • 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).

Compensation

  • $65,000-75,000 annually

Company info

  • Provide timely, clear communication to customers regarding payment status and resolutions.
  • Coordinate with customers to update payment methods or retry failed transactions.
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