Senior Porting Escalation Lead

Zoom; Hartford (CT); Hybrid; USD 77,000 - 186,000; Full time

Job summary

Zoom's Porting Support team is seeking a senior escalation specialist to own complex porting issues for Premier customers and partners. You'll coordinate with carriers, PSO teams, and internal stakeholders to drive timely resolutions while maintaining clear communication and high service levels.

You will mentor Porting Specialists, help improve processes, and contribute to KPI tracking and documentation. The role requires 5+ years in Technical Support or Telecommunications with porting

Qualifications

• 5+ years in Technical Support or Telecommunications, with at least 2 years focused on number porting or carrier operations.
• Deep knowledge of number porting processes (LNP, CSR, LOA) and carrier provisioning workflows.
• Proven ability to manage high-stakes escalations in a fast-paced, customer-facing environment.
• Strong carrier relationship management to resolve disputes and address systemic issues.
• Excellent written and verbal communication, translating technical complexity into clear information.
• Experience mentoring or developing team members and building capability.
• Eligibility to access Zoom for Government (ZfG) and Zoom for Defense environments; familiarity with Zoom Phone/UCaaS/VoIP or ServiceNow is a plus.

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.
• Build and maintain strong carrier relationships to facilitate efficient port processing, resolve disputes, and address recurring issues before they become patterns.
• Mentor and develop Porting Specialists through coaching, hands‑on guidance, and knowledge‑sharing that builds individual and team capability.
• Communicate promptly and clearly with customers, partners, and internal teams, including when delivering difficult news or managing expectations in high‑stakes, multi‑stakeholder situations.
• Partner with the Porting Support Manager on KPI tracking, reporting, and process improvements that strengthen how the team operates.
• Lead and monitor large‑scale projects from initiation through completion, ensuring progress, timelines, and deliverables stay on track.
• Create and maintain documentation, training materials, and standard operating procedures that keep the team aligned as porting challenges evolve.
• Stay flexible and available for after-hours or on‑call support when critical porting issues require immediate attention.

Skills

Porting

Escalation management

Carrier relationships

Mentoring

Stakeholder communication

Education

Relevant degree

Tools

ServiceNow

UCaaS

VoIP

Zoom Phone

Job description

Zoom's Porting Support team is seeking a senior escalation specialist to own complex porting issues for Premier customers and partners. You'll coordinate with carriers, PSO teams, and internal stakeholders to drive timely resolutions while maintaining clear communication and high service levels.

You will mentor Porting Specialists, help improve processes, and contribute to KPI tracking and documentation. The role requires 5+ years in Technical Support or Telecommunications with porting