Senior 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 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.

• 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

Communication & Customer Management

• 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.

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.