Customer Support Sr. Specialist

Who We're Looking For
You are a meticulous, analytical professional with strong attention to detail and a passion for service excellence. You thrive in a dynamic, fast-paced environment and have a collaborative, team-first attitude. You want to apply your developing expertise to resolve a wide range of customer support issues with efficiency and accuracy.
 

What You'll Be Doing
As a RevOps Customer Support Sr. Analyst, you'll be responsible for managing billing inquiries and fraud cases, handling ticket triage, and supporting continuous process enhancements.

• Quick Resolution & Inquiries: Respond efficiently to standard customer requests, including invoice copies, credit card issues, digital invoice explanations, refund processing, and account fraud/chargeback cases.

• Omnichannel Support: Provide prompt and professional resolution across all channels—email, chat, and phone.

• Billing Management: Accurately process various Revenue Operations (RevOps) tickets related to billing, consistently adhering to company policies and procedures.

• Process Improvement: Participate in and support initiatives to improve processes, contribute to Playbook updates, and implement best practices.

• Collaboration: Build and nurture positive working relationships with various functional teams to promote seamless, cross-functional operations.

What You Bring to the Role
You exercise good judgment to identify urgent or complex cases and efficiently escalate unclear or ambiguous situations. You monitor and manage your personal performance metrics, ensuring all tickets are resolved within established Service Level Agreements (SLAs).

Basic 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.

• Strong problem-solving, organizational, and collaboration skills.

• Excellent written and verbal communication abilities.

• General knowledge of customer support principles, billing operations, and ticketing systems.

• Willingness to work on a night shift (09:00pm - 06:00am) work schedule.

Preferred Qualifications

• Previous experience with revenue operations processes.

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

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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.

As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.

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.