FSS RevOps Customer Support Specialist

Job Description

FSS RevOps Customer Support Specialist

Excited to grow your career at Zendesk?

Position: RevOps Customer Support Specialist

Location: Manila, Philippines

Type of Employment: Full-time, Modern Hybrid

About us:

Zendesk is a leader in customer service software, revolutionizing how businesses engage with their customers. We are committed to improving customer relationships by providing innovative solutions that empower organizations to enhance customer engagement and gain insightful understanding. As we expand our global presence, we are excited to welcome a RevOps Customer Support Specialist to our Finance Shared Services team, playing a vital role in our journey towards operational excellence and customer satisfaction.

Job Description

As a RevOps Customer Support Specialist, you will manage standard billing, customer support, and master data tickets with efficiency, accuracy, and customer focus. You will follow documented procedures, meet service levels, support omnichannel inquiries, collaborate with internal teams, and escalate complex or unclear cases appropriately. You will also be expected to learn new processes, receive training, and provide support when business needs arise, subject to resource allocation and operational priorities.

Key Responsibilities

Quick Resolution & Common Inquiries

- Respond efficiently to standard customer requests such as: Master Data Ticket Management — Learn and process assigned master data tickets when business needs arise, subject to resource allocation and operational priorities. Ticket types include Update Zuora Account Info; Renewal Notification; CRM ID Transfer; Currency Changes; Assignment Form / TOG (to be processed by Regional RevOps); Employee Account Management; Test Account Setup; Sales Request for Temporary Agents; Partner/Reseller Requests for Temporary Agents; Change Ownership in Zuora & Monitor; Purchase Order Inquiries; Forms Processing; and Vendor Portal Requests. Follow training and SOPs, maintain accurate documentation, and escalate exceptions.
- Invoice copy requests
- Credit card issues
- Digital invoice explanations
- Refund processing
- Account fraud/chargeback cases

- Ensure all manual triage tasks (excluded from auto-triaging) are completed swiftly and in line with Standard Operating Procedures (SOP) timelines.
- Provide feedback to enhance Intelligent Triaging processes.
- Be ready and amenable to learn, receive training on, and provide omnichannel support—including email, chat, and phone—ensuring customers receive a prompt and professional resolution, regardless of their preferred communication method.

Billing Management

- Accurately process various Revenue Operations (RevOps) tickets related to billing, consistently adhering to company policies and procedures.
- Complete daily tasks with utmost precision and attention to detail.

Ticket Re-assignment

- Ensure timely and correct re-assignment of tickets to relevant teams for rapid resolution and closure.

Complex Issue Escalation

- Exercise good judgment to identify urgent or complex cases beyond current documentation.
- Efficiently escalate unclear or ambiguous situations to the Sr. Analyst for further examination and necessary documentation creation.

Stakeholder Collaboration

- Engage with customers and stakeholders to capture requirements and offer effective, customer-centric solutions.

Performance Management

- Maintain a strong customer-outcome focus by delivering accurate, timely, empathetic, and effective resolutions that support strong CSAT and tNPS results. Use customer feedback and survey insights to identify service gaps and improve the overall support experience.
- Monitor and manage personal performance metrics, ensuring all tickets are resolved within established Service Level Agreements (SLAs).

Continuous Improvement

- Participate in and support initiatives to improve processes, contribute to Playbook updates, and implement best practices.

Interdepartmental Coordination

- Build and nurture positive working relationships with various functional teams to promote seamless, cross-functional operations.

Non-Negotiable Culture & Operational Expecta tions

- Operational Flexibility Provide weekend support or shift coverage during peak operational windows, end-of-month/quarter end, or high-volume spikes as needed.

- Modern Hybrid & Team Mindse t Proactive enthusiasm for building team culture—actively attending and participating in team bonding events, team syncs, and culture initiatives, staying fully engaged even within a flexible work arrangement.

- Cultural Alignment Thrives in a "Human First + High Standard” environment—balancing deep empathy for teammates and customers with an unyielding commitment to operational excellence, accountability, and high-quality deliverables.

Qualifications

- 1–3 years of relevant work experience in customer support, billing operations, or a related field; or an advanced degree with no prior work experience.
- General knowledge of customer support principles, billing operations, and ticketing systems.
- Strong problem-solving, organizational, and collaboration skills.
- Excellent written and verbal communication abilities.
- Attention to detail and commitment to delivering exceptional customer experience.
- Familiarity with CRM and ticketing tools (e.g., Zendesk, Zuora, Salesforce) is a plus, along with the willingness and ability to learn new systems and processes.

The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here .

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to [email protected] with your specific accommodation request.