FSS Revenue Operations Analyst

2 months ago

Manila, Philippines Zendesk Full time

By clicking âApply Now,â I understand and agree that Zendesk and its affiliates will collect and process my information in accordance with Zendeskâs Candidate Privacy Notice.


Job Description
 

Job Description:

Zendesk is looking for a detail-oriented, motivated Revenue Operations Analyst, fluent in Japanese, to make a significant impact within our dynamic RevOps team. This individual will focus on Subscription Management (Priority 1, Tier 3 tickets) but also gain competency in the basics of other ticket types (T1 and T2). This holistic understanding is essential for efficiently assisting with tickets in Japanese and driving our operational success in the Japanese market.

Key Responsibilities:

Priority on Subscription Management: Expertly process and prioritize RevOps tickets related to Subscription Management (T3), maintaining a steadfast adherence to company policies for consistent, accurate execution.

Holistic Ticket Support: Cultivate a good grasp of the basics of other ticket types beyond the primary scope (T1 and T2), enabling effective assistance and resolution of tickets that are in Japanese.

Efficient Ticket Reassignment: Promptly re-assign all tickets to the appropriate teams for swift resolution, contributing to the service teamâs overall responsiveness and efficiency.

Complex Issue Escalation: Identify and escalate complex, urgent issues not addressed in the existing knowledge base. Elevate these to a Sr. Analyst for detailed analysis and comprehensive documentation development.

Stakeholder Collaboration: Engage proactively with clients and stakeholders, diligently working to understand their needs and collaborate on effective solutions.

Performance Management: Maintain vigilance over Individual Performance Metrics, meeting SLA requirements across all ticket interactions.

Mitigation and Remediation Initiatives: Recommend and initiate corrective actions for control deficiencies to enhance operational quality, accuracy, and customer satisfaction.

Process Improvement: Actively participate in the recommendation and implementation of Process Improvements, contributing to updates and modifications of the RevOps Playbook.

Teamwork and Relationship Management: Foster strong, collaborative relationships across various functional teams to support seamless operations and collective objectives.

Additional Responsibilities:

  • Assist with the translation of RevOps tickets from Japanese to English and vice versa, ensuring effective communication and resolution.

Qualifications:

  • Fluency in Japanese and English (written and spoken) is mandatory.

  • 3-5 years of experience in Revenue Operations, Customer Support, or a similar role.

  • Experience with Zuora/Salesforce would be greatly valued.

  • Experience in a SAAS subscription billing and/or ticket instance is a plus.

  • Ability to quickly understand various aspects of customer tickets, providing comprehensive support in Japanese.

  • Exceptional organizational and multitasking skills.

  • Strong analytical skills with a meticulous attention to detail.

  • Excellent interpersonal and cross-cultural communication skills.

#LI-ML12

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

About Zendesk - Champions of Customer Service

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. We advocate for digital first customer experiencesâand we stick with it in our workplace. Over 5,000 employees worldwide have the flexibility to choose where they work. The fact is, we know great work happens anywhere. Whether youâre collaborating from your home office, a Zendesk workspace, or the kitchen table, youâre part of one team at Zendesk.

Zendesk is an equal opportunity employer, and weâre proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here. 

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.

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