FSS RevOps Customer Support Specialist
Full-time
Zendesk
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.
- 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.
- Ensure timely and correct re-assignment of tickets to relevant teams for rapid resolution and closure.
- 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.
- Engage with customers and stakeholders to capture requirements and offer effective, customer-centric solutions.
- 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).
- Participate in and support initiatives to improve processes, contribute to Playbook updates, and implement best practices.
- Build and nurture positive working relationships with various functional teams to promote seamless, cross-functional operations.
- 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.
- 1–3 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.
- Familiarity with CRM and ticketing tools (e.g., Zendesk, Zuora, Salesforce) is a plus, along with the willingness and ability to learn new systems and processes.
Vacancy posted 19 hours ago
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