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The role is Staff Incident Manager at Zendesk, based in Manila, focusing on driving process improvement, proactive problem management, and supporting Severity 0/1 incidents by coordinating engineering responses across Engineering, Product Development, and Customer Advocacy. Key responsibilities include acting as Incident Commander for Severity 0, leading proactive root cause analysis, driving MTTR reductions, facilitating blameless post-incident retrospectives, and evolving incident management processes and dashboards, plus providing on-call support. The ideal candidate combines deep technical architecture knowledge with analytical precision and strong cross-functional leadership, able to communicate clearly and empathetically in an AI-augmented ecosystem. Basic qualifications include a bachelor’s degree or equivalent, 5+ years in Incident and Problem Management within enterprise SaaS/cloud hosting, and willingness to work rotating schedules across AMER/EMEA from Manila; preferred qualifications include ITIL v4 certification and experience with AI-driven automation and blameless postmortems. Zendesk emphasizes equal opportunity, hybrid work, AI screening of applicants, commitment to diversity and inclusion, and accommodations for applicants with disabilities.

Zendesk is seeking a Collections Senior Specialist in Manila to manage a high-volume accounts receivable portfolio (Segments 3 & 4, ARR < $60K) by building relationships and collaborating with Sales, Legal, Finance Ops, and Renewals to resolve overdue accounts. The role covers cash application and reconciliation duties, including posting cash receipts to the subsidiary ledger, resolving unapplied cash and payment variances, and supporting the month-end close. It also involves reporting, audits, and process improvement, such as producing monthly performance reports and contributing to audit documentation and Playbook updates. Basic qualifications include a bachelor’s degree in Accounting or Finance, typically 2–4 years of AR/collections experience (or an advanced degree with no experience), and proficiency with accounting software and Excel or Google Suite; preferred qualifications include experience in a multinational or global shared services environment, knowledge of ERP systems (Oracle NetSuite or Zoura), and a CPA or equivalent certification. The role offers a hybrid work arrangement and underscores Zendesk’s commitment to diversity and inclusion, AI screening, and reasonable accommodations for applicants with disabilities.

Zendesk is hiring a Senior Digital Inside Sales Specialist to focus on SMBs, serving as a product expert and value architect in an AI-first, fast-growth environment while handling high-velocity inbound leads. The role involves responding to inbound leads and existing customers via chat and email, driving online conversions and pipeline, becoming a champion of Zendesk core applications, conducting discovery calls and tailored value demos, meeting SLAs/KPIs, and contributing to a shared revenue target. Basic qualifications include 2-5 years of professional sales or customer-facing experience, excellent English communication, and the ability to work in the Taguig City office 3 days per week, with strong organizational and multitasking skills. Preferred qualifications include SaaS, cloud technology, or digital B2B experience, with secondary language skills in French, Dutch, or Arabic being advantageous. Zendesk emphasizes a hybrid, inclusive culture, notes that AI screening may be used in screening applicants, and is an AA/EEO/Veterans/Disabled employer that provides accommodations.