LinkedIn is the world’s largest professional network, built to create economic opportunity for every member of the global workforce. Our products help people make powerful connections, discover exciting opportunities, build necessary skills, and gain valuable insights every day. We’re also committed to providing transformational opportunities for our own employees by investing in their growth. We aspire to create a culture that’s built on trust, care, inclusion, and fun – where everyone can succeed.

Join us to transform the way the world works.

At LinkedIn, we trust each other to do our best work where it works best for us and our teams. This role offers a hybrid work option, meaning you can both work from home and commute to a LinkedIn office, depending on what’s best for you and when it is important for your team to be together.

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 ( email and chat,) 

• 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 to 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 both regionally and globally .

• Build strong relationships with multiple business partners at various levels 

• Some travel to other LinkedIn offices 

• Additional tasks or responsibilities as the business requires  

Basic Qualifications:  

• 5+ years of experience in customer support, accounts receivable, collections, order management or finance .

• Experience in understanding of OTC processes and policies, as to how the overall flow works and being able to take the best decision which are compliant and help secure revenue.

• Ability to manage stakeholder to ensure you are able to build relationships in region with Sales and cross functional teams’ partners.

• Experience in Project management skills to drive large complex initiatives which involve multiple teams across geographies.

Preferred Qualifications:  

• Experience in a queue-based environment, managing productivity and efficiency 

• Experience in efficient reporting and analytical skills 

• Experience working in a SaaS industry 

• Experience in managing stakeholders and building strong cross-functional relationships with business partners at all levels 

• Experience in understanding of Oracle

• Experience in working knowledge of SFDC and other CRMs to manage case flow will be a plus

• Experience in sales or working with sales professionals 

• Ability to effectively manage time and prioritize tasks 

• Experience in customer focus 

• Efficiency in written and verbal communication skills 

• Experience in understanding sense of urgency with the ability to take intelligent risks to resolve issues 

Suggested Skills :

• Communication / Interpersonal Communication

• Adaptability

• Problem solving

• Leadership

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LinkedIn is an equal employment opportunity employer offering opportunities to all job seekers, including individuals with disabilities. For more information on our equal opportunity policy, please visit https://legal.linkedin.com/content/dam/legal/Policy_India_EqualOppPWD_9-12-2023.pdf

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