RevOps Support Analyst - Omnichannel & Billing

Zendesk, Incorporated (Philippines); Philippines; Hybrid; PHP 446,000 - 781,000; Full time

Job summary

Zendesk, Incorporated (Philippines) is seeking an experienced Tier 2 Support Lead to resolve complex issues and manage RevOps-related tickets across omnichannel channels (email, chat, phone). The role entails collaboration with clients and internal teams, back-up Tier 1 support, and adherence to SLAs to ensure timely, quality service.

The ideal candidate has 3–5 years in customer support or billing operations, strong communication, and attention to detail, with familiarity in Zendesk, Zuora, and

Qualifications

• 3–5 years in customer support, billing operations, or related field.
• General knowledge of customer support principles, billing operations, and ticketing systems.
• Familiarity with CRM and ticketing tools (e.g., Zendesk, Zuora, Salesforce) is a plus.

Responsibilities

• Provide omnichannel support—email, chat, and phone—with prompt, professional resolution.
• Serve as backup for Tier 1 support and live phone support across channels.
• Process RevOps tickets related to subscription management with adherence to company policies.
• Expedite ticket re-assignment and escalation for complex or urgent issues.
• Collaborate with clients and internal stakeholders to craft effective solutions.
• Monitor and meet defined SLAs for individual performance.
• Contribute to mitigation, remediation and process improvement; update playbooks as needed.
• Foster teamwork and strong cross-functional relationships.

Skills

Omnichannel support

Communication skills

Problem-solving

Attention to detail

CRM experience

Zendesk / ticketing tools

Tools

Zendesk

Zuora

Salesforce

Job description

Zendesk, Incorporated (Philippines) is seeking an experienced Tier 2 Support Lead to resolve complex issues and manage RevOps-related tickets across omnichannel channels (email, chat, phone). The role entails collaboration with clients and internal teams, back-up Tier 1 support, and adherence to SLAs to ensure timely, quality service.

The ideal candidate has 3–5 years in customer support or billing operations, strong communication, and attention to detail, with familiarity in Zendesk, Zuora, and