FSS RevOps Customer Support Sr. Specialist

Zendesk, Incorporated (Philippines); Philippines; Remote; PHP 600,000 - 900,000; Full time

Job summary

Zendesk is seeking a RevOps Customer Support Sr. Specialist to join our Finance Shared Services team in Manila, Philippines.

You will resolve billing inquiries and fraud cases, triage tickets, collaborate across teams, and support continuous process improvements in an omnichannel environment. The ideal candidate has 2–4 years in customer support or billing, experience with Zendesk/Zuora/Salesforce, and strong communication and problem-solving skills.

Qualifications

• 2–4 years of customer support or billing operations experience
• Experience with Zendesk, Zuora, or Salesforce
• Excellent written and verbal communication
• Strong problem-solving and prioritization

Responsibilities

• Respond to standard billing requests and invoice copies
• Handle credit card issues and digital invoice explanations
• Process refunds and manage account fraud/chargebacks
• Triage, reassign tickets and ensure SLAs
• Provide omnichannel support via email, chat, and phone
• Escalate complex cases to Sr. Analyst with proper documentation
• Collaborate with cross-functional teams and improve Playbooks
• Monitor performance metrics and ensure timely closures

Skills

Omnichannel support

Billing operations

Problem solving

Attention to detail

Collaboration

Communication

Tools

Zendesk

Zuora

Salesforce

Job description

Position: RevOps Customer Support Sr. Specialist

Location: Manila, Philippines

Type 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

• 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
• 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
• Ensure timely and correct re-assignment of tickets to relevant teams for rapid resolution and closure
• Exercise good judgment to identify urgent or complex cases beyond current documentation
• Efficiently escalates unclear or ambiguous situations to the Sr. Analyst for further examination and necessary documentation creation
• Engage with customers and stakeholders to capture requirements and offer effective, customer‑centric solutions
• Monitor and manage personal performance metrics, ensuring all tickets are resolved within established Service Level Agreements (SLAs)
• Participate in and support initiatives to improve processes, contribute to Playbook updates, and implement best practices
• 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

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.

Zendesk is on a mission to simplify the complexity of business and make it easy for companies and customers to create connections. Our customer experience software unlocks the power of billions of interactions, enabling businesses to build rich, meaningful relationships with their customers.

What’s it like to work here?

Our offices reflect the global cities we call home, and have spaces for collaboration, quiet, and events. With our hybrid approach, you’ll experience flexibility and connection, collaboration, and learning with your team.