Customer Experience Ops & Escalation Lead

Innopeaktech; Union City (CA); On-site; USD 41,000 - 55,000; Full time

Job summary

OnePlus North America is seeking a Customer Service Operations & Escalation Lead to manage daily support across voice, chat, and email, ensuring high-quality, compliant service delivery. You will own escalation handling, QA, workforce planning, and system coordination with IT, logistics, and repair partners.

The role demands strong analytical ability, operational discipline, and effective cross-functional communication to improve CSAT and efficiency.

Qualifications

• 2+ years in customer service operations, escalation management, or process management in tech/electronics.
• Experience managing multi-channel environments and meeting service targets.
• Proficiency with CRM/ERP systems like Freshdesk, Shopify, NetSuite.
• Strong communication, leadership, and collaboration across teams.
• Understanding of US/Canada consumer protection laws and warranties.

Responsibilities

• Oversee daily activities across voice, chat, and email channels.
• Ensure SLA, FRT, CSAT, and resolution targets are met.
• Monitor queues, assign workloads, and optimize staffing.
• Lead escalation handling for complex warranty, refunds, and device issues.
• Coordinate with logistics, repair partners, and e-commerce systems for timely resolutions.

Skills

Multi-channel ops

Escalation mgmt

QA & Workforce

System coordination

Cross-functional

Analytical skills

Regulatory compliance

Tools

Freshdesk

Freshchat

Shopify

NetSuite

Job description

OnePlus North America is seeking a Customer Service Operations & Escalation Lead to manage daily support across voice, chat, and email, ensuring high-quality, compliant service delivery. You will own escalation handling, QA, workforce planning, and system coordination with IT, logistics, and repair partners.

The role demands strong analytical ability, operational discipline, and effective cross-functional communication to improve CSAT and efficiency.