FSS RevOps Customer Support Sr. Analyst (Japanese Speaking)

Job Description

Excited to grow your career at Zendesk?

Location: Manila, Philippines

Type of Employment: Full-time, In-office

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 Revenue Operations Analyst proficient in Japanese to our Finance Shared Services team, playing a vital role in our journey towards operational excellence and customer satisfaction.

Job Description:

Zendesk is looking for a detail-oriented, motivated Revenue Operations Analyst, fluent in Japanese, to make a significant impact within our dynamic RevOps team. This individual will focus on Subscription Management (Priority 1, Tier 3 tickets) but also gain competency in the basics of other ticket types (T1 and T2). This holistic understanding is essential for efficiently assisting with tickets in Japanese and driving our operational success in the Japanese market.

Key Responsibilities:

• Priority on Tier 3 Level Support: Expertly process and prioritize RevOps tickets related to high complexity and high priority/business impact types of ticket support, maintaining a steadfast adherence to company policies for consistent, accurate execution.

• Holistic Ticket Support: Cultivate a good grasp of the basics of other ticket types beyond the primary scope (T1 and T2), enabling effective assistance and resolution of tickets that are in Japanese.

• First level escalation contact: Act as the primary escalation point for complex Customer Support issues, ensuring prompt and effective resolution. 

• Escalation Channel Management: Oversee and effectively manage designated escalation channels to facilitate efficient communication and issue resolution

• Aged Reopens Management: Take charge of aged reopened tickets and ensure their timely and conclusive resolution.

• Secondary Escalation: When encountering issues that exceed one's expertise and are not documented, escalate these tickets to the Team Lead for further assistance.

• Efficient Ticket Reassignment: Promptly re-assign all tickets to the appropriate teams for swift resolution, contributing to the service team’s overall responsiveness and efficiency.

• Stakeholder Collaboration: Engage proactively with clients and stakeholders, diligently working to understand their needs and collaborate on effective solutions

• Performance Management: Maintain vigilance over Individual Performance Metrics, meeting SLA requirements across all ticket interactions.

• Training: Lead and conduct training sessions for team members, ensuring knowledge transfer and skill development, whenever opportunities arise.

• 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 a contingent resource for completing daily tasks to support team continuity in instances where additional help is required.

• Mitigation and Remediation Initiatives: Recommend and initiate corrective actions for control deficiencies to enhance operational quality, accuracy, and customer satisfaction.

• Process Improvement: Actively participate in the recommendation and implementation of Process Improvements, contributing to updates and modifications of the RevOps Playbook.

• Teamwork and Relationship Management: Foster strong, collaborative relationships across various functional teams to support seamless operations and collective objectives.

Additional Responsibilities:

• Assist with the translation of RevOps tickets from Japanese to English and vice versa, ensuring effective communication and resolution.

Qualifications:

• Fluency in Japanese and English (written and spoken) is mandatory. N1 certification and/or native speaker.

• 3-5 years of experience in Revenue Operations, Customer Support, or a similar role.

• Experience with Zuora/Salesforce would be greatly valued.

• Experience in a SAAS subscription billing and/or ticket instance is a plus.

• Ability to quickly understand various aspects of customer tickets, providing comprehensive support in Japanese.

• Exceptional organizational and multitasking skills.

• Strong analytical skills with a meticulous attention to detail.

• Excellent interpersonal and cross-cultural communication skills.

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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.

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 [email protected] with your specific accommodation request.