Job Description

About us:
Zendesk is a leader in customer service software, revolutionizing how businesses engage with their customers. We are committed to improving customer relationships by providing innovative solutions that empower organizations to enhance customer engagement and gain insightful understanding. As we expand our global presence, we are excited to welcome a Team Lead for RevOps Deal Support to our Finance Shared Services team, playing a vital role in our journey towards operational excellence and customer satisfaction.

Job Description:

As a RevOps Customer Support Sr. Analyst, you'll be the first line of defense for complex, critical customer issues. Driven by subject matter expertise, you'll resolve escalated cases, manage critical support channels, and coach your peers for continued team excellence.

Key Responsibilities:

Critical Issue Resolution
- Tier 3 Support: Act as the primary owner for complex Customer Support issues, ensuring prompt and effective resolution of critical inquiries, including:
  - Churn & Contraction (Enterprise)
  - Invoice Explanation (Enterprise)
  - Reactivation requests
  - Aged tickets >30 days (to drive resolution)
Subject Matter Expertise
- Complex Ticket Management: Analyze and process complex and escalated Revenue Operations Customer Support tickets, leveraging SME knowledge to adhere to policies and procedures.
- Queue Management & SME: Oversee escalated tickets such as aged or nearing SLA breaches, ensuring their timely and conclusive resolution.
- Secondary Escalation: When encountering issues that exceed your expertise and are undocumented, escalate these tickets to the Team Lead for further assistance.
Communication and Coordination
- Escalation Channel Management: Oversee and effectively manage designated escalation channels to facilitate efficient communication and issue resolution.
- Process Improvement Coordination: Coordinate process clarifications or process improvement ideas with the Quality Assurance (QA) team.
Training
- Lead and conduct training sessions or refreshers for team members, ensuring knowledge transfer and skill development.
Performance Feedback
- Provide timely and constructive performance feedback on team members to the Team Lead for further coaching or commendation.
Back-up Resource
- Serve as the primary backup for Tier 2 and Tier 1 tickets as necessary.
- Act as a contingent resource to complete daily tasks and support team continuity when additional help is required.

Schedule Flexibility: Candidates should be open to adjusting their shift schedules as needed. They must also have the ability to modify their own shifts based on business requirements.

Qualifications and Competencies:

Minimum 5 years of related work experience in revenue operations, customer support, or a similar environment.
Demonstrated expertise in complex issue resolution, queue management, and ticket escalation.
Excellent communication and interpersonal skills.
Proven ability to lead peer training and provide constructive feedback.
Strong problem-solving, organizational, and coordination abilities.
Experience with CRM and ticketing tools (such as Zendesk, Zuora or Salesforce) preferred.

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 peopleandplaces@zendesk.com with your specific accommodation request.