Billing Support Analyst (Japanese-Speaking)

Company Description

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.

Job Description

At LinkedIn, our approach to flexible work is centered on trust and optimized for culture, connection, clarity, and the evolving needs of our business. The work location of this role is hybrid, meaning it will be performed both from home and from a LinkedIn office on select days, as determined by the business needs of the team. 

The LinkedIn Billing Support team is seeking an enthusiastic, customer-focused, and collaborative Billing Support Analyst who views every customer interaction as an opportunity to deliver a world-class support experience. 

As a Billing Support Analyst, you will work closely with customers and cross-functional partners in a fast-paced environment, supporting the end-to-end order-to-cash cycle across LinkedIn's corporate business lines. You will serve as the voice of LinkedIn to our customers by resolving both routine and non-routine billing inquiries, leveraging your product, process, and technical knowledge to deliver timely, accurate, and customer-centric solutions. 

Beyond resolving customer issues, you will contribute to operational excellence by identifying opportunities to improve processes, supporting continuous improvement initiatives, and helping deliver an exceptional customer experience.

Responsibilities:

• Provide billing support to LinkedIn Enterprise customers, both internal and external, delivering timely, accurate, and customer-focused resolutions.  

• Work within a queue-based support model, independently managing both routine and non-routine customer inquiries while meeting established business and quality targets.  

• Process invoices and accurately handle customer inquiries related to invoices, credit memos, debit memos, and other billing transactions.  

• Troubleshoot billing issues by leveraging product, process, and system knowledge, escalating complex issues to the appropriate teams when necessary.  

• Document all customer interactions and communications with customers and cross-functional partners accurately and in a timely manner using internal systems. 

• Handle customer inquiries across multiple support channels, including email, phone, and chat, demonstrating strong communication skills and customer advocacy throughout every interaction.  

• Collaborate effectively with regional and cross-functional partners, including Finance, Sales, Operations, Product, and Engineering teams, to drive timely issue resolution and maintain effective information flow.  

• Build and maintain a strong working knowledge of LinkedIn products, billing processes, policies, and internal tools to provide accurate guidance and improve customer outcomes.  

• Proactively engage customers through value-added interactions that improve understanding of billing processes, increase confidence in our services, and support overall customer success.  

• Review existing support processes and identify opportunities to improve operational efficiency, customer experience, and service quality by recommending practical process improvements.  

• Contribute to continuous improvement initiatives by supporting process enhancements, participating in pilot programs, and sharing feedback to improve support operations.  

• Leverage automation and AI-enabled tools, where appropriate, to improve productivity, streamline workflows, and enhance the customer experience.  

• Prioritize and manage multiple responsibilities effectively while maintaining a high level of accuracy, quality, and attention to detail.  

• Demonstrate strong interpersonal skills, professionalism, and sound judgment while building positive relationships with customers and internal stakeholders.  

• Perform additional duties and projects as required.  

Qualifications

Basic Qualifications 

• Fluency in Japanese and English.

• 2+ years of experience in Customer Service or Billing within a B2B environment.  

Preferred Qualifications 

• Experience with Oracle and Salesforce/Microsoft Dynamics.  

• Experience working in a B2B environment.  

• Experience working within technology companies.  

• Intermediate proficiency in Microsoft Office (Outlook, Word, Excel, and PowerPoint).  

• Experience identifying process improvements or participating in operational excellence initiatives is a plus.  

• Exposure to automation or AI-enabled support tools is an advantage.  

Suggested Skills 

• Communication  

• Customer Advocacy  

• Stakeholder Management  

• Problem Solving & Troubleshooting  

• AI & Automation Fluency  

• Adaptability 

Additional Information

Global Data Privacy Notice and Compliance Posters for Job Candidates 

Please use this link to access documents that provide information about how LinkedIn handles the personal data of employees and job applicants, as well as the E-Verify Participation Notice and the Department of Justice Immigrant and Employee Rights Section Right to Work posters: https://www.linkedin.com/legal/candidate-portal.