FSS RevOps Customer Support Sr. Specialist

Zendesk, Inc.; Manila; On-site; PHP 600,000 - 850,000; Full time

Job summary

Zendesk, Inc. in Manila, Philippines, is seeking a RevOps Customer Support Sr. Specialist to join the Finance Shared Services team. The role focuses on resolving billing inquiries and fraud cases, performing ticket triage, and supporting process improvements across functions.

The ideal candidate has 2–4 years in customer support or billing operations, with experience in Zendesk, Zuora, or Salesforce. This is an in-office, full-time position requiring flexibility for peak periods.

Qualifications

• 2–4 years of relevant work experience in customer support, billing operations, or related field.
• Experience with Zendesk, Zuora or Salesforce is preferred.
• Strong problem-solving, organizational, and collaboration skills.
• Excellent written and verbal communication abilities.
• Attention to detail and commitment to delivering quality service.

Responsibilities

• Provide omnichannel support (email, chat, phone) with prompt, professional responses.
• Process billing-related tickets and fraud/chargeback cases accurately.
• Triages and reassigns tickets to appropriate teams to ensure fast resolutions.
• Escalate complex issues to Sr. Analyst with necessary context and documentation.
• Collaborate with customers and internal stakeholders to gather requirements and offer effective solutions.
• Monitor personal performance against SLAs and strive for timely ticket resolution.
• Participate in process improvements, update playbooks, and promote best practices.
• Coordinate with cross-functional teams to maintain smooth operations.

Skills

Omnichannel support

Billing operations

Ticket triage

SLA adherence

Cross-functional collaboration

Attention to detail

Strong communication

Education

Advanced degree (optional)

Tools

Zendesk

Zuora

Salesforce

Job description

## FSS RevOps Customer Support Sr. SpecialistPostuler: Fully Flexible: Manila, Philippines: Full time: Publié aujourd'hui: R35551## Job DescriptionPosition: RevOps Customer Support Sr. SpecialistLocation: Manila, PhilippinesType of Employment: Full-time, In-office**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 Sr. Specialist for RevOps Customer Support to our Finance Shared Services team, playing a vital role in our journey towards operational excellence and customer satisfaction.### **Job Description**As an FSS RevOps Customer Support Specialist, you will apply your developing expertise to resolve a wide range of customer support issues with efficiency and accuracy. You’ll be responsible for managing billing inquiries and fraud cases, handling ticket triage and reassignment, collaborating across teams, and supporting continuous process enhancements.### **Key Responsibilities****Quick Resolution & Common Inquiries*** Respond efficiently to standard customer requests such as: + 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.* 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*** 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 Expectations*** 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 Mindset + 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. ### **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*** 2–4 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 quality service.* Familiarity with CRM and ticketing tools (e.g., Zendesk, Zuora, Salesforce) is a pl