Customer Service Operations & Escalation Lead (Contractor)

OPPO US Research Center; 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 oversee daily support channels and ensure high-quality service delivery. The role combines frontline operations management, escalation handling, QA, workforce management, and system coordination with IT, logistics, and repair partners.

You will manage operations, escalation handling (L2/L3), QA, and system coordination across Freshdesk, Freshchat, Shopify, and NetSuite, maintaining compliance with FTC, Bill 29,

Qualifications

• 2+ years of experience in customer service operations, escalation management, or process management in tech/electronics.
• Experience managing or supporting multi-channel customer service environments.
• Proficiency in Freshdesk, Shopify, or similar CRM/ERP systems.
• Strong analytical and reporting skills, with proficiency in Microsoft Excel.
• Knowledge of US and Canadian consumer protection laws, warranty requirements, and related regulations.
• Excellent communication, leadership, and cross-functional collaboration skills.
• Ability to balance operational detail with strategic problem-solving.

Responsibilities

• Oversee daily activities across service channels - voice, chat, and email.
• Ensure SLA, FRT, CSAT, and resolution rate targets are met.
• Monitor queues, assign workloads, and optimize resources.
• Prepare performance dashboards and operational reports for management.
• Act as primary escalation point for complex cases including warranty, trade-in, refunds, and device complaints.
• Coordinate with logistics, repair partners, and e-commerce systems for timely resolutions.
• Lead root-cause analysis for high-impact cases and propose process improvements.
• Maintain customer documentation for regulatory compliance (FTC, CCPA, etc.).
• Develop and implement QA frameworks and evaluation standards.
• Forecast and plan workforce schedules; provide agent coaching based on QA findings.
• Manage system configurations across Freshdesk, Freshchat, Shopify, and NetSuite.
• Document SOPs, macros, and GKM articles; train agents; drive improvements.
• Perform other duties assigned by management.

Skills

Multi-channel support

Escalation management

QA frameworks

Workforce planning

System coordination

Regulatory compliance

English & Chinese (Mandarin)

Tools

Freshdesk

Freshchat

Shopify

NetSuite

Microsoft Excel

Job description

Role Overview

The Customer Service Operations & Escalation Lead is responsible for managing the daily operation of OnePlus North America's customer support channels and ensuring high-quality, efficient, and compliant service delivery.
This position combines frontline operations management, escalation handling, quality assurance, workforce management, and system coordination. The role requires strong analytical ability, operational discipline, and collaboration with internal partners such as IT, logistics, and repair centers.

Key Responsibilities

Operations Management

• Oversee daily activities across all service channels - voice, chat, and email.
• Ensure SLA, FRT, CSAT, and resolution rate targets are consistently achieved.
• Monitor queues, assign workloads, and optimize resource allocation based on traffic patterns.
• Conduct daily and weekly reviews on volume, productivity, and service quality.
• Prepare performance dashboards and operational reports for management review.

Escalation & Complaint Handling (L2/L3)

• Act as the primary escalation point for complex cases including warranty, trade-in, refund, and device complaints.
• Coordinate with logistics, repair partners (e.g., Acer, FutureTel), and e-commerce systems (Shopify, NetSuite) to ensure accurate and timely case resolution.
• Lead root-cause analysis for recurring or high-impact cases and propose process improvements.
• Maintain customer documentation consistency with regulatory requirements (FTC, Bill 29, CCPA, etc.).

Quality Assurance & Workforce Management

• Develop and implement QA frameworks and evaluation standards.
• Conduct regular audits and coaching sessions to maintain tone, accuracy, and efficiency.
• Forecast and plan workforce schedules to balance demand and coverage.
• Support continuous improvement through agent feedback, QA insights, and operational reviews.

System Coordination & Maintenance

• Maintain system performance and configuration across Freshdesk, Freshchat, Shopify, and NetSuite.
• Collaborate with the North America IT team for system updates, access control, VPN/IP whitelisting, and ticket workflow integration.
• Manage automation rules, routing logic, and form structures within CRM tools to align with service needs.
• Support issue troubleshooting and assist in coordinating resolution of platform-related bugs or API updates.

Process Improvement & Training

• Document and update SOPs, macros, and GKM articles to ensure process consistency.
• Conduct training sessions for agents based on QA findings or system changes.
• Identify operational inefficiencies and implement solutions to improve performance and customer satisfaction.
• Collaborate cross-functionally to enhance workflow efficiency and reduce escalations.

Other works assigned by management.

• Perform other duties and responsibilities as reasonably assigned by management, as business needs require.

Qualifications

• 2+ years of experience in customer service operations, customer escalation management, or process management, preferably within the technology or consumer electronics industry.
• Demonstrated experience managing or supporting multi-channel customer service environments.
• Proficiency in Freshdesk, Shopify, or similar CRM, ERP, or customer service management systems.
• Strong analytical and reporting skills, with proficiency in Microsoft Excel and other relevant reporting tools.
• Working knowledge of US and Canadian consumer protection laws, warranty requirements, and related regulations.
• Excellent communication, leadership, and cross-functional collaboration skills.
• Ability to effectively balance attention to operational details with strategic thinking and problem-solving.

Key Competencies

• Customer-centric mindset with a strong focus on operational excellence.
• Strong sense of ownership, accountability, and follow-through.
• Analytical, data-driven, and process-oriented approach to problem-solving.
• Effective communicator with the ability to motivate, influence, and collaborate across teams.
• Adaptability, resilience, and a commitment to continuous learning and improvement.

Performance Metrics

Performance may be evaluated based, but not limited to:

• Customer Satisfaction (CSAT) and Net Promoter Score (NPS)
• First Response Time (FRT)
• Average Handle Time (AHT)
• Resolution Rate and Escalation Rate
• Schedule Adherence and Attendance
• Process Improvement and Operational Efficiency

Preferred Qualifications

• Prior experience in the consumer electronics, mobile device, or technology industry.
• Familiarity with US and Canadian consumer protection laws and warranty practices.
• Professional proficiency in both English and Chinese (Mandarin) is preferred.

Equal Employment Opportunity Statement
OnePlus is an equal opportunity employer dedicated to building a diverse and inclusive workplace. We welcome and encourage applications from all qualified individuals, regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status. We also consider qualified applicants with criminal histories in accordance with applicable laws.

Compensation Information
The US base hourly range for this position is $30-40 per hour. Actual compensation is determined by the role, level, and geographic location, as well as individual experience and qualifications.