# RevOps Customer Support Sr. Specialist

**Company**: Zendesk
**Location**: Manila
**Work arrangement**: onsite
**Experience**: senior
**Job type**: full-time
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://zendesk.wd1.myworkdayjobs.com/en-US/zendesk/job/Manila-Philippines/FSS-RevOps-Customer-Support-Sr-Specialist_R35551-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_aa8474ab-786

## Description

As a 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**

- Respond efficiently to standard customer requests such as invoice copy requests, credit card issues, digital invoice explanations, refund processing, and account fraud/chargeback cases.

- Ensure all manual triage tasks 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.

- 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.

- 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.

**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 experience with Zendesk or revenue operations processes preferred.

**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 quality service.

- Familiarity with CRM and ticketing tools (e.g., Zendesk, Zuora, Salesforce) is a plus.

## Skills

### Required
- customer support
- billing operations
- ticketing systems
- problem-solving
- organizational skills
- communication skills

### Nice to have
- Zendesk
- revenue operations processes
- CRM
- Zuora
- Salesforce

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Source: [Apply at zendesk.wd1.myworkdayjobs.com](https://zendesk.wd1.myworkdayjobs.com/en-US/zendesk/job/Manila-Philippines/FSS-RevOps-Customer-Support-Sr-Specialist_R35551-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)