Analyst - Billing Operations

Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done.

There’s another option. Freshworks. With a fresh vision for how the world works.

At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world.

Fresh vision. Real impact. Come build it with us.

Overview

We are looking for a proactive and detail-oriented Analyst – Billing Operations to join our Subscription & Billing (S&B) team. This team plays a crucial role in managing the activation, amendment, and invoicing processes for Freshworks products, ensuring seamless subscription experiences for our global customer base.

As part of this function, you will work cross-functionally with Sales, Finance, and Customer Success teams to deliver accurate, timely, and compliant billing operations. You’ll be expected to understand product SKUs and pricing logic, process subscriptions in line with policy, and respond to both internal and external billing queries with accuracy and professionalism. If you're excited to learn, solve problems, and support business-critical operations in a fast-paced SaaS environment, this role is for you.
Roles & Responsibilities

Invoicing & Subscription Management

• Read and interpret customer contracts or SOFs (Statement of Facts) and generate accurate invoices.
• Process new, amended, or canceled subscriptions according to Sales Finance policies.
• Ensure correct setup of product, agent, platform, and add-on billing SKUs for each subscription.

Customer & Stakeholder Communication

• Respond to billing-related queries via tickets, emails, and calls from customers and internal teams (Sales, AMs, CSMs).
• Follow up with relevant stakeholders to obtain missing details needed for invoicing.

Operational & Month-End Activities

• Contribute to monthly revenue recognition by ensuring accurate and timely processing of billing transactions.
• Support month-end close activities such as reconciliations and reports for financial reporting or MIS.

Policy & Process Support

• Ensure adherence to internal billing policies and support process improvement initiatives.
• Participate in internal projects to enhance billing systems, tools, or efficiency.
• Deliver high-quality customer service with a "first-time-right" approach.

• 1–3 years of experience in billing operations or related finance roles.
• Bachelor's degree in Commerce, Business Administration, Finance, or a related field.
• Willingness to relocate to Chennai as per business requirements.
• Flexibility to work in a 24/7 operational environment with rotational shifts and week-offs.

Skills Inventory

Technical & Functional

• Working knowledge of MS Office tools, especially Excel.
• Prior experience with billing or subscription platforms preferred.
• Exposure to cash applications, collections, or MIS reporting is a plus.

Communication & Service

• Strong verbal and written communication skills.
• Ability to collaborate effectively across internal teams and handle customer interactions professionally.

Analytical & Problem-Solving

• Comfortable reviewing contracts and identifying discrepancies or risks in billing.
• Proactive in resolving issues and driving clarity in ambiguous situations.

Adaptability & Learning

• Quick learner, especially in systems, SKUs, and pricing models.
• Willingness to embrace process-driven work and adapt to evolving business needs.

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.