Multi-Channel Customer Ops & Escalation Lead

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

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,