FSS RevOps Customer Support Analyst

Zendesk, Inc.; Manila; Hybrid; PHP 558,000 - 893,000; Full time

Job summary

Zendesk, Inc. invites experienced RevOps professionals to join Manila as a Customer Support Analyst. You will resolve Tier 2 issues, manage subscriptions, invoices, tax inquiries, and churn for enterprise customers across email, chat, and phone.

You will back up Tier 1 support, process RevOps tickets, escalate when needed, and collaborate with clients and internal teams to deliver accurate, timely solutions while maintaining strict SLAs.

Qualifications

• 3–5 years of relevant work experience in customer support or billing operations.
• Strong problem-solving, organizational, and collaboration skills.
• Familiarity with CRM and ticketing tools (e.g., Zendesk, Zuora, Salesforce) is a plus.
• Excellent written and verbal communication abilities.
• Attention to detail and commitment to delivering quality service.

Responsibilities

• Lead advanced Tier 2 resolution for complex issues, including churn, invoices, and tax inquiries.
• Provide omnichannel support across email, chat, and phone.
• Back up Tier 1 support and live phone support as needed.
• Process RevOps tickets related to subscription management with policy compliance.
• Re-assign tickets and escalate to Sr. Analyst as needed.
• Collaborate with clients and internal stakeholders to craft timely solutions.
• Monitor and maintain tickets within SLAs.
• Contribute to process improvements and Playbook updates.
• Foster strong cross-functional teamwork and relationships.

Skills

Omnichannel support

Analytical mindset

Attention to detail

Communication skills

Prioritization

Tools

Zendesk

Zuora

Salesforce

Job description

## FSS RevOps Customer Support AnalystPostuler: Fully Flexible: Manila, Philippines: Full time: Publié aujourd'hui: R35550## 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 escalate 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.