Manager, Billing Support

Customer Support  |  Bangalore, India

Position description

Position at LinkedIn

Manager, Billing Support

Description: 

LinkedIn is connecting the world's professionals to make them more productive and successful. We are looking for an experienced manager to lead a team of Billing Support Analysts. This team is focused on handling requests from our corporate customers as well as internal partners, resulting in invoice & payment accuracy. This individual will use excellent customer focus to ensure requests are handled in a timely manner with superior service by the Billing Support team. This individual will establish strong relationships with cross functional teams and executive business initiatives across the order to cash processes at LinkedIn. This individual will also utilize an operational focus to grow, support and transform the team in an ever-changing environment. This is a key role within Global Customer Operations offering an opportunity to work collaboratively with global teams. 

Responsibilities:  

  • Grow, lead, and manage a team of Billing Support Analysts 
  • Manage performance and coach individuals to exceed or achieve productivity and quality results 
  • Manage and oversee case queues across multiple channels of support (i.e email, chat, and phone) 
  • Assist with escalated issues from customers and internal partners 
  • Ensure team metrics are met and policies are followed
  • Assist in planning and implementing Billing procedures 
  • Lead through change in improve process in a highly agile environment  
  • Coach and mentor direct reports to help transform their career goals 
  • Collaborate with a team of regional managers to make recommendations on processes and call out risks to current processes 
  • Communicate effectively across internal teams 
  • Build strong relationships with multiple business partners at various levels 
  • Some travel required 
  • Additional tasks or responsibilities as the business requires 

 

Basic Qualifications: 

  • 2+ years of experience as a direct people manager 
  • 4+ years of experience in dispute management, accounts receivable, collections, order management or finance  

 

Preferred Qualifications: 

  • Experience in a queue-based environment, managing productivity and efficiency 
  • Experience in customer support or technical support 
  • Strong reporting and analytical skills å 
  • Experience working in a SaaS industry  
  • Experience in managing stakeholders and building strong cross-functional relationships with business partners at all levels  
  • Experience in sales or working with sales professionals  
  • Ability to effectively manage time and prioritize tasks  
  • Excellent customer focus  
  • Strong written and verbal communication skills  
  • Appropriate sense of urgency with the ability to take intelligent risks to resolve issues   


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