Senior Customer Service Operations & Escalations Lead

OPPO; Union City (CA); On-site; USD 85,962,000 - 114,616,000; Full time

Job summary

OnePlus North America is seeking a Customer Service Operations & Escalation Lead to manage daily support across voice, chat, and email channels and ensure high-quality, compliant service delivery. The role combines frontline operations management, escalation handling, QA, workforce management, and system coordination with IT, logistics, and repair partners.

You will monitor performance metrics, develop dashboards, coach agents, and drive process improvements to deliver consistent customer

Qualifications

• 2+ years of experience in customer service operations, escalation management, or process management in technology or consumer electronics.
• Experience supporting multi-channel customer service environments.
• Proficiency in Freshdesk, Shopify, or similar CRM/ERP systems.
• Strong analytical and reporting skills with Excel and related tools.
• Knowledge of US/Canada consumer protection laws, warranty requirements, and related regulations.
• Excellent communication, leadership, and cross-functional collaboration skills.

Responsibilities

• Oversee daily activities across voice, chat, and email channels.
• Ensure SLA, FRT, CSAT, and resolution rate targets are met.
• Monitor queues, assign workloads, and optimize resource allocation.
• Prepare performance dashboards and operational reports for management review.
• Act as escalation point for complex cases (L2/L3) including warranty and refunds.
• Maintain regulatory compliant customer documentation and processes.

Skills

Multi-channel support

Escalation handling

Data reporting

CRM systems

Tools

Freshdesk

Shopify

NetSuite

Job description

OnePlus North America is seeking a Customer Service Operations & Escalation Lead to manage daily support across voice, chat, and email channels and ensure high-quality, compliant service delivery. The role combines frontline operations management, escalation handling, QA, workforce management, and system coordination with IT, logistics, and repair partners.

You will monitor performance metrics, develop dashboards, coach agents, and drive process improvements to deliver consistent customer