Job Description

FSS RevOps Customer Support Sr. Specialist

Excited to grow your career at Zendesk?

Position: RevOps Customer Support Sr. Specialist

Location: Manila, Philippines

Type of Employment: Full-time, Modern Hybrid

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 Sr. Specialist, you will serve as a key resource for billing, customer support, and master data operations. You will independently manage complex, escalated, or ambiguous cases; provide operational guidance; support queue prioritization and workload balancing; and partner with cross-functional and regional stakeholders to improve accuracy, documentation, and service outcomes. You will also support additional processes when business needs arise, subject to resource allocation and operational priorities

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.
• Master Data SME & Escalation Support — Serve as a subject-matter resource for master data ticket types and provide guidance on complex or escalated requests when business needs arise, subject to resource allocation and operational priorities. Provide coaching, identify recurring issues, and recommend updates to procedures and playbooks.

Ticket Re-assignment

• Ensure timely and correct re-assignment of tickets to relevant teams for rapid resolution and closure.

Complex Issue Ownership & Escalation

• Own urgent, complex, or ambiguous cases beyond current documentation, determine the appropriate resolution path, and coordinate the right stakeholders through closure.
• Provide expert guidance on unclear or ambiguous situations, document root causes and decisions, and create or recommend documentation updates to prevent recurrence.

Stakeholder Collaboration

• Lead cross-functional engagement with customers and stakeholders, resolve complex requirements, and align teams on effective, customer-centric solutions.

Performance Management

• Maintain a strong customer-outcome focus by delivering accurate, timely, empathetic, and effective resolutions that support strong CSAT and tNPS results. Use customer feedback and survey insights to identify service gaps and improve the overall support experience.
• Monitor and manage personal performance metrics, ensuring all tickets are resolved within established Service Level Agreements (SLAs).

Continuous Improvement

• Lead or co-own process-improvement initiatives, drive Playbook and documentation updates, and help implement best practices across the team.

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.
• Demonstrated experience with Zendesk or revenue operations processes, including coaching peers, supporting escalations, or improving operational procedures.

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 exceptional customer experience.
• Strong familiarity with CRM and ticketing tools (e.g., Zendesk, Zuora, Salesforce), with the ability to learn new systems and processes quickly.

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 [email protected] with your specific accommodation request.