FSS RevOps Customer Support Analyst

Joinimagine; Manila; Hybrid; PHP 480,000 - 720,000; Full time

Job summary

Zendesk in Manila is seeking an experienced Tier 2 Support specialist to lead advanced ticket resolution across churn, invoicing, taxes, and account issues, while ensuring prompt omnichannel service.

You will reassign tickets, escalate to senior analysts when needed, collaborate with clients and internal teams, and maintain SLA-driven performance.

The ideal candidate has 3–5 years in customer support or billing operations, with CRM/ticketing tools such as Zendesk, Zuora, or Salesforce.

Qualifications

• 3-5 years of relevant work experience in customer support, billing operations, or a related field.
• Proficiency with CRM and ticketing tools such as Zendesk, Zuora, Salesforce is a plus.
• Strong problem-solving, organizational, and collaboration skills.
• Excellent written and verbal communication abilities.

Responsibilities

• Lead advanced ticket resolution for Tier 2 issues, including churn and contraction for enterprise customers, invoice explanations, tax inquiries, and related topics.
• Provide omnichannel support (email, chat, phone) ensuring prompt, professional resolutions.
• Act as a backup for Tier 1 support and live phone support, maintaining service quality across channels.
• Process subscription management and RevOps tickets in line with company policies.
• Re-assign tickets to relevant teams and escalate to Sr. Analyst when needed for root-cause analysis.
• Collaborate with clients and internal stakeholders to craft timely, effective solutions.
• Monitor and maintain performance against SLAs for individual tickets.
• Suggest and assist with process improvements and Playbook updates.

Skills

Customer support

Billing operations

Omnichannel communication

SLA management

Communication skills

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 escape 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 [e-mail] with your specific accommodation request.