FSS RevOps Customer Support Analyst

ZENDESK, INCORPORATED; Manila; Hybrid; PHP 360,000 - 480,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Zendesk, Incorporated is hiring in Manila for a role focused on Complex Issue Resolution & Tier 2 Support. You will lead resolution of enterprise churn, invoicing, and tax inquiries, while providing omnichannel support across email, chat, and phone.

The position backs up Tier 1 and handles RevOps ticket processing with strict adherence to SLAs. You will collaborate with clients and internal teams to deliver timely, high‑quality solutions and participate in process improvements and Playbook

Qualifications

• 3–5 years in customer support, billing ops, or related field.
• General knowledge of customer support, billing ops, and ticketing systems.
• Strong problem-solving, organizational and collaboration skills.
• Excellent written and verbal communication skills.
• Familiarity with CRM and ticketing tools (Zendesk, Zuora, Salesforce) is a plus.

Responsibilities

• Lead advanced ticket resolution for Tier 2 issues (enterprise churn, invoicing, tax inquiries, renewals).
• Provide omnichannel support (email, chat, phone) with prompt, professional resolution.
• Serve as backup for Tier 1 support and live phone coverage.
• Process RevOps tickets related to subscription management in line with policies.
• Re-assign tickets to relevant teams and escalate to Sr. Analyst when needed.
• Collaborate with clients and internal stakeholders for timely solutions.
• Monitor SLAs and maintain performance metrics.
• Assist with process improvements and Playbook updates.
• Foster cross-functional teamwork for smooth operations.

Skills

Omnichannel support

Communication

Problem solving

Attention to detail

Team collaboration

Zendesk experience

Zuora knowledge

Salesforce familiarity

Tools

Zendesk

Zuora

Salesforce

Job description

Job Description

Complex Issue Resolution & Tier 2 Support

• Lead advanced ticket resolution for Tier 2 issues, including:
  • Churn & contraction for enterprise customers
  • Invoice explanation (Corporate, SMB/Commercial)
  • Sales tax inquiries
  • Bankruptcy
  • Coupon issues
  • Syncing Zendesk data
  • Managing Hub & Spoke
  • Manual invoice creation
  • Renewal change
• Provide omnichannel support—including email, chat, and phone—ensuring customers receive a prompt and professional resolution, regardless of their preferred communication method.
• Serve as a backup for Tier 1 support and live phone support, maintaining service quality across all support channels.

Subscription Management & Ticket Processing

• Skillfully process a wide range of RevOps tickets related to subscription management, adhering strictly to established company policies and procedures.
• Ensure all tasks are executed with consistent attention to quality, precision, and timeliness.

Ticket Re-assignment & Escalation

• Expedite accurate re-assignment of tickets to relevant teams to facilitate efficient and proper resolution.
• Exercise sound judgment to elevate complex or urgent issues to the Sr. Analyst as appropriate, supporting comprehensive root cause analysis and documentation creation.

Stakeholder Collaboration

• Proactively engage with clients and internal stakeholders to understand needs and collaborate in crafting effective, timely solutions.

Performance Management

• Monitor and maintain individual performance metrics, ensuring all tickets are managed within defined Service Level Agreements (SLAs).

Mitigation, Remediation & Process Improvement

• Propose and help implement action plans addressing control deficiencies to enhance operational accuracy, efficiency, and customer satisfaction.
• Actively participate in process improvement initiatives, including making recommendations for and assisting with Playbook updates.

Teamwork & Relationship Management

• Foster strong, collaborative working relationships with cross-functional teams to ensure seamless operations and the achievement of collective goals.

Ideal Candidate Profile

• Demonstrated ability to deliver omnichannel support (email, chat, and phone), adapting communication style to each channel.
• Meticulous, analytical mindset with strong attention to detail.
• Excellent communication and interpersonal skills, both written and verbal.
• Proven ability to manage competing priorities in a dynamic, fast-paced environment.
• Collaborative, team-first attitude with a passion for service excellence.
• Previous experience with Zendesk or revenue operations processes preferred.

Qualifications

• 3-5 years of relevant work experience in customer support, billing operations, or a related field
• 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 quality service.
• Familiarity with CRM and ticketing tools (e.g., Zendesk, Zuora, Salesforce) is a plus.

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 ••••@zendesk.com with your specific accommodation request.