Remote Senior Porting Escalation Lead

Zoom; Denver (CO); Hybrid; USD 77,000 - 186,000; Full time

Job summary

Zoom seeks a senior Porting Escalation Specialist in Denver to act as the senior escalation point for high-value porting situations. You will own complex porting escalations, mentor the Porting Specialists, and drive process improvements across cross-functional teams to ensure timely, accurate porting outcomes.

You will collaborate with carriers, PSO teams, and internal partners while maintaining clear, proactive communication with customers and leadership.

Qualifications

• 5+ years in Technical Support or Telecommunications with 2+ years in porting.
• Deep knowledge of porting processes: LNP, CSR, LOA, carrier provisioning workflows.
• Proven ability to manage high-stakes escalations and communicate clearly.

Responsibilities

• Own complex porting escalations with urgency and clear communication.
• Triage and route escalation tickets to the right teams.
• Build carrier relationships to facilitate port processing and resolve disputes.
• Mentor Porting Specialists through coaching and knowledge sharing.
• Communicate with customers, partners, and internal teams, including difficult news and expectations.
• Lead KPI tracking, reporting, and process improvements.

Skills

Porting knowledge

Carrier relationships

Mentoring

Clear communication

Escalation management

Tools

ServiceNow

Zoom Phone

UCaaS

VoIP platforms

Job description

Zoom seeks a senior Porting Escalation Specialist in Denver to act as the senior escalation point for high-value porting situations. You will own complex porting escalations, mentor the Porting Specialists, and drive process improvements across cross-functional teams to ensure timely, accurate porting outcomes.

You will collaborate with carriers, PSO teams, and internal partners while maintaining clear, proactive communication with customers and leadership.