Job DescriptionAre you a seasoned problem-solver with a passion for delivering exceptional customer experiences and a knack for process improvement? Zendesk is seeking a skilled and committed Senior Analyst to join our team. In this role, you will be the final point of escalation for our most critical customer support cases, acting as a subject matter expert in billing and revenue operations. You'll not only resolve complex issues but also champion team excellence through mentorship and process enhancement, making a direct impact on our customers and our business operations.What you'll be doingServe as the primary expert for complex and escalated customer issues related to billing, contracts, and reactivations.Proactively manage and resolve aged tickets and cases nearing Service Level Agreement (SLA) breaches to ensure timely customer resolution.Leverage expertise in Zendesk's systems and policies to provide critical Tier 3 support and resolve enterprise-level inquiries.Actively manage escalation channels, ensuring clear and efficient communication between teams to drive quick resolution.Lead and conduct training sessions for peers, sharing knowledge to elevate the team's overall skill set.Identify opportunities for process improvement and collaborate with the Quality Assurance team to implement changes that enhance operational efficiency.Provide constructive performance feedback to a Team Lead to support team member development and growth.Maintain readiness to back up Tier 1 and Tier 2 support teams to ensure seamless daily operations and team continuity.Be open to adjusting a work schedule as needed to meet business requirements and support the needs of a global team.What you bring to the roleRequired ExperienceA minimum of 5 years of professional experience in customer support, technical support, billing operations, or a similar role, ideally within the software or IT industry.Demonstrated expertise in resolving complex, escalated issues and effectively managing ticket queues.Proven ability to work autonomously and provide solutions for critical, high-stakes customer inquiries.Strong communication and interpersonal skills, with a track record of providing peer-to-peer training and feedback.Exceptional problem-solving, organizational, and coordination skills.Preferred RequirementsExperience with CRM and ticketing systems such as Zendesk, Salesforce, or Zuora.A solid understanding of revenue operations concepts, particularly those related to billing, invoicing, and contract management.A collaborative spirit and a commitment to innovation and teamwork.Experience working in a multinational company or shared services environment.#LI-MJ1Hybrid: 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 experienceZendesk 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 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 .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.
