FSS RevOps Customer Support Sr. Specialist

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