Job Description
FSS RevOps Customer Support Specialist
Excited to grow your career at Zendesk?
Position: RevOps Customer Support 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 RevOps Customer Support Specialist to our Finance Shared Services team, playing a vital role in our journey towards operational excellence and customer satisfaction.
Job Description
As a RevOps Customer Support Specialist, you will manage standard billing, customer support, and master data tickets with efficiency, accuracy, and customer focus. You will follow documented procedures, meet service levels, support omnichannel inquiries, collaborate with internal teams, and escalate complex or unclear cases appropriately. You will also be expected to learn new processes, receive training, and provide support 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: Master Data Ticket Management — Learn and process assigned master data tickets when business needs arise, subject to resource allocation and operational priorities. Ticket types include Update Zuora Account Info; Renewal Notification; CRM ID Transfer; Currency Changes; Assignment Form / TOG (to be processed by Regional RevOps); Employee Account Management; Test Account Setup; Sales Request for Temporary Agents; Partner/Reseller Requests for Temporary Agents; Change Ownership in Zuora & Monitor; Purchase Order Inquiries; Forms Processing; and Vendor Portal Requests. Follow training and SOPs, maintain accurate documentation, and escalate exceptions.
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.
Be ready and amenable to learn, receive training on, and 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.
Ticket Re-assignment
Ensure timely and correct re-assignment of tickets to relevant teams for rapid resolution and closure.
Complex Issue Escalation
Exercise good judgment to identify urgent or complex cases beyond current documentation.
Efficiently escalate unclear or ambiguous situations to the Sr. Analyst for further examination and necessary documentation creation.
Stakeholder Collaboration
Engage with customers and stakeholders to capture requirements and offer 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
Participate in and support initiatives to improve processes, contribute to Playbook updates, and implement best practices.
Interdepartmental Coordination
Build and nurture positive working relationships with…