RevOps Customer Support Analyst

Complex Issue Resolution:
Tier 2 Support:
Address more complex and nuanced issues, including:

Churn & Contraction for

Bankruptcy cases

Coupon Issues

Hub & Spoke operations

Renewal Change

Backup Support for Tier 1:
Serve as a backup for Tier 1 types of tickets, ensuring that all inquiries are addressed promptly and efficiently, maintaining service quality across all support levels.

Subscription Management:
Ticket Processing:
Skillfully process a range of Revenue Operations (RevOps) tickets related to subscription management, adhering meticulously to the company's established policies and procedures.
Ensure tasks are executed with high precision consistently.

Ticket Re-assignment:
Expedite the re-assignment of all tickets to the correct teams for efficient resolution and proper closure within established timeframes, contributing to the overall responsiveness of the service team.

Complex Issue Escalation:
Utilize prudent judgment to discern complex, urgent issues that fall outside the scope of the existing knowledge base.
Promptly escalate these issues to a Sr. Analyst for thorough analysis and to facilitate the creation of comprehensive documentation.

Stakeholder Collaboration:
Proactively engage with clients and stakeholders to clearly understand their needs and collaborate on providing effective solutions that meet their requirements.

Performance Management:
Vigilantly oversee individual performance metrics, ensuring that all tickets are managed within the boundaries of the defined Service Level Agreements (SLAs).

Mitigation and Remediation Initiatives:
Proactively recommend or initiate action plans for control deficiencies, aiming to improve operational quality, accuracy, and customer satisfaction levels.

Process Improvement Participation:
Actively participate in, recommend, and assist with the implementation of process improvements as well as updates and modifications to the Playbook, ensuring continuous enhancement of service delivery.

Teamwork and Relationship Management:
Foster and maintain strong, collaborative working relationships with different functional teams to support seamless operations and the achievement of collective objectives.

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.

The intelligent heart of customer experience

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.

Zendesk is an equal opportunity employer, and we're 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 with your specific accommodation request.

Zendesk Inc. is an American customer service software company headquartered in San Francisco, California, USA.

Talentify is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Talentify provides reasonable accommodations to qualified applicants with disabilities, including disabled veterans. Request assistance at or

Federal law requires every new hire to complete Form I-9 and present proof of identity and U.S. work eligibility.

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