FSS Revenue Operations Specialist

Job Description

Key Responsibilities:

Quick Resolution / Common Inquiries

• Handle routine requests such as invoice copy requests, credit card issues, invoice explanations (T1 <ENT), refunds, and account fraud/chargebacks.
• Deliver fast, accurate responses to maintain customer satisfaction.

Ticket Triage

• Conduct manual triaging of tickets excluded from automated triaging processes.
• Ensure all triage activities comply with Standard Operating Procedures (SOP) and meet required timelines to maintain service efficiency and quality.

Intelligent Triaging Feedback

• Provide timely and constructive feedback to improve the Intelligent Triaging system.

Billing Management

• Process a variety of Revenue Operations (RevOps) tickets related to billing with accuracy and full compliance to company policies.
• Maintain high precision in daily ticket handling to uphold billing integrity.

Ticket Re-assignment

• Promptly re-assign tickets to the appropriate teams, ensuring quick resolution and closure.

Complex Issue Escalation

• Identify urgent and complex edge-case scenarios that are not documented in the knowledge base.
• Escalate unclear or ambiguous cases to the Sr. Analyst for further review and documentation updates.

Stakeholder Collaboration

• Work collaboratively with customers and internal stakeholders to capture requirements accurately and develop effective solutions.

Performance Management

• Monitor individual performance metrics consistently.
• Ensure all tickets are resolved within defined Service Level Agreements (SLAs).

Continuous Improvement

• Participate in initiatives focused on process enhancements and regular updates to the Playbook.

Interdepartmental Coordination

• Build and maintain effective working relationships across different functional teams to ensure smooth operations.

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.