Senior Analyst - Billing Operations

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

We are looking for a detail-oriented and customer-focused Senior Analyst – Billing Operations to join our Finance team. In this role, you will be responsible for end-to-end billing processes, ensuring accuracy, timely invoicing, and effective customer communication. You’ll act as a key liaison between internal teams and customers to ensure billing issues are resolved efficiently and proactively.

The ideal candidate brings a strong understanding of invoicing cycles, excellent stakeholder management skills, and a willingness to work in a fast-paced, global environment with flexible shifts. If you enjoy solving operational challenges, communicating with cross-functional teams, and driving process accuracy, this role is for you.

Roles & Responsibilities

Billing & Invoicing

• Perform daily invoicing activities in alignment with customer contract terms and internal SLAs.
• Ensure accuracy and completeness of invoices by validating data and resolving discrepancies before processing.
• Enforce agreed-upon contractual payment terms while maintaining positive relationships with customers.

Error Resolution & Support

• Identify and investigate billing errors, working cross-functionally with Finance, Sales, and Customer Success teams to resolve them.
• Support financial reporting and reconciliation by sharing timely and accurate billing data with internal stakeholders.
• Respond to internal and external billing-related queries within agreed turnaround timelines.

Customer Communication & Dispute Management

• Effectively communicate with customers to understand their invoicing and payment processes.
• Identify payment barriers early in the billing cycle and proactively engage with relevant stakeholders (both internal and external) to resolve disputes or delays.
• Review and manage aged receivables, escalating potential bad debts and coordinating for write-offs where applicable.

Administrative & Operational Support

• Maintain clear documentation of all billing transactions and communication trails.
• Assist with general administrative duties related to billing and collections.
• Contribute to continuous improvement efforts within the billing operations function.
  

Qualifications

Qualifications

• 4–7 years of experience in billing operations or related finance functions.
• Bachelor’s degree in Commerce, Business Administration, or a related field.
• Prior experience in cash applications, collections, or MIS reporting is a plus.
• Willingness to work in a 24/7 operational environment with rotational shifts and workday/weekend coverage.

Skills Inventory

• Strong written and verbal communication skills to engage with both internal teams and external customers.
• Ability to reach the correct point of contact on the first attempt and explain complex billing issues clearly.

Problem-Solving & Negotiation

• Skilled in managing disputes, handling objections, and negotiating resolutions in a professional manner.
• Proactive in identifying root causes of issues and preventing recurrence.

Systems & Tools

• Working knowledge of MS Office tools (especially Excel).
• Familiarity with billing platforms, ERP/CRM systems, and financial reporting tools is a plus.

Operational Agility

• Strong organizational skills and attention to detail.
• Ability to manage multiple tasks simultaneously and prioritize effectively in a fast-paced environment.
• Open to learning new systems and processes and adapting to changing operational needs.
  

Additional Information

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