RevOps Support Analyst - Omnichannel & Billing

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

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.