Remote‑Friendly Omnichannel RevOps 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

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