Senior Porting Escalation Lead

Zoom

Carson City (NV)

Hybrid

USD 77,000 - 186,000

Full time

4 days ago

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Job summary

Zoom is seeking a senior Porting Escalation Specialist to own complex number porting escalations for Premier and Elite customers and certified partners. You’ll coordinate with PSO teams, carriers, and internal stakeholders to drive resolution and keep all parties informed.

You’ll mentor Porting Specialists, help build processes and SOPs, and lead large-scale projects during peak periods. A strong grasp of LNP, LOA, CSR, and carrier provisioning workflows is essential, along with clear,

Qualifications

5+ years in Technical Support or Telecommunications with focus on porting.
Deep knowledge of LNP, CSR, LOA, and carrier provisioning workflows.
Strong written and verbal communication; able to mentor teams.

Responsibilities

Own complex, high-priority porting escalations from partners, PSO teams, and internal stakeholders, driving each to resolution with urgency and clear communication.
Triage and route escalation tickets to the appropriate team members, ensuring every issue reaches the right person at the right time.
Mentor Porting Specialists through coaching, hands-on guidance, and knowledge sharing that builds capability.
Lead large-scale projects from initiation through completion, maintaining progress, timelines, and deliverables.