FSS RevOps Customer Support Sr. Specialist at Zendesk in Manila

Job description

Job Description Position: RevOps Customer Support Sr. Specialist Location: Manila, Philippines Type of Employment: Full-time, In-office 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 Specialist, you will apply your developing expertise to resolve a wide range of customer support issues with efficiency and accuracy. You’ll be responsible for managing billing inquiries and fraud cases, handling ticket triage and reassignment, collaborating across teams, and supporting continuous process enhancements. 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. 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 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 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. Previous experi