FSS RevOps Customer Support Sr. Specialist
Core
Resolve billing inquiries, fraud cases, and account issues for Zendesk customers via omnichannel support.
Role type
Senior Individual Contributor RevOps Customer Support Specialist
Builds
Accurate billing resolutions and fraud case closures for Zendesk's global customer base
Domain
SaaS Customer Support / Revenue Operations
Required skills
Omnichannel support (email, chat, phone), billing operations, ticket triage, fraud case handling, process adherence, stakeholder collaboration, SLA management
Preferred skills
Zendesk platform experience, Zuora experience, Salesforce experience, revenue operations processes knowledge
Technologies
Zendesk, Zuora, Salesforce
Responsibilities
Respond to standard customer requests (invoices, refunds, fraud), manage manual ticket triage, reassign tickets to relevant teams, escalate complex issues, monitor performance metrics against SLAs, contribute to playbook updates
Seniority
Senior, hands-on IC
