Customer Service Operations & Escalations Lead

Oppo-US-Research-Center; Union City (CA); On-site; USD 41,000 - 55,000; Full time

Job summary

OnePlus is seeking a Customer Service Operations & Escalation Lead to manage daily North American customer support channels and ensure high-quality, compliant service delivery. The role combines frontline operations, escalation handling, QA, workforce planning, and system coordination.

You will lead cross-functional collaboration with IT, logistics, and repair centers, while driving root-cause analyses and process improvements to reduce escalations and improve CSAT.

Qualifications

• 2+ years of experience in customer service operations, escalation management, or process management.
• Experience managing or supporting multi-channel customer service environments.
• Proficiency in Freshdesk, Shopify, or similar CRM/ERP systems.

Responsibilities

• Oversee daily activities across voice, chat, and email channels and meet SLA/FRT/CSAT targets.
• Act as primary escalation point for complex warranty, trade-in, refund, and device complaints.
• Develop QA frameworks and conduct audits/coaching to maintain tone and accuracy.
• Forecast and plan workforce schedules to balance demand and coverage.
• Maintain system performance across Freshdesk, Freshchat, Shopify, and NetSuite and coordinate IT/system updates.
• Document SOPs and train agents on QA findings and system changes.

Skills

Operations management

Escalation handling

Quality assurance

Workforce management

System coordination

Tools

Freshdesk

Freshchat

Shopify

NetSuite

Job description

OnePlus is seeking a Customer Service Operations & Escalation Lead to manage daily North American customer support channels and ensure high-quality, compliant service delivery. The role combines frontline operations, escalation handling, QA, workforce planning, and system coordination.

You will lead cross-functional collaboration with IT, logistics, and repair centers, while driving root-cause analyses and process improvements to reduce escalations and improve CSAT.