# FSS RevOps Customer Support Specialist

**Company**: Zendesk
**Location**: Manila
**Work arrangement**: hybrid
**Experience**: entry
**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-Specialist_R35620-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_d8ba814b-b01

## Description

Excited to grow your career at Zendesk?

As a FSS RevOps Customer Support Specialist, you will manage standard billing, customer support, and master data tickets with efficiency, accuracy, and customer focus.

**Key Responsibilities**

- Respond efficiently to standard customer requests such as master data ticket management, 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.

- 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.

- 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**

- Provide weekend support or shift coverage during peak operational windows, end-of-month/quarter end, or high-volume spikes as needed.

- 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.

- 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.

**Qualifications**

- 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.

## Skills

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

### Nice to have
- CRM
- Zendesk
- 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-Specialist_R35620-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)