Senior Porting Escalation Lead

Zoom; Salem (OR); Hybrid; USD 77,000 - 186,000; Full time

Job summary

Zoom is hiring a Senior Porting Escalations Specialist to guide high-value porting projects for Zoom Phone and Zoom Contact Center. You will own complex escalations, build carrier relationships, and mentor Porting Specialists in a fast-paced, multi-stakeholder environment.

You will work within a structured hybrid model, supporting customers, partners, and internal teams while driving KPI improvements and documentation.

Qualifications

• 5+ years in Technical Support or Telecommunications, with 2+ years in porting or carrier operations.
• Deep knowledge of number porting processes: LNP, CSR, LOA.
• Proven ability to manage high-stakes escalations in a fast-paced environment.
• Strong carrier relationship management to resolve disputes and improve processes.
• Excellent written and verbal communication across customers, partners and leadership.
• Experience mentoring team members and building capability through knowledge sharing.
• Eligible to access Zoom for Government and Zoom for Defense; familiarity with Zoom Phone/UCaaS is a plus.

Responsibilities

• Own complex, high-priority porting escalations from partners, PSO teams, and internal stakeholders and drive to resolution.
• Triage and route escalation tickets to the right team members at the right time.
• Build and maintain carrier relationships to facilitate port processing and address recurring issues.
• Mentor Porting Specialists through coaching and knowledge sharing.
• Communicate promptly and clearly with customers, partners, and internal teams.
• Partner with the Porting Support Manager on KPI tracking and process improvements.
• Lead large-scale projects from initiation to completion, especially during peak periods.
• Create and maintain documentation and SOPs to keep the team aligned.
• Remain available for after-hours or on-call support when critical issues arise.

Skills

Porting escalations

Carrier operations

Customer communication

Mentoring team

Project leadership

Stakeholder management

Education

Bachelor's degree (or equivalent)

Tools

ServiceNow

CRM systems

Carrier portals

Job description

Zoom is hiring a Senior Porting Escalations Specialist to guide high-value porting projects for Zoom Phone and Zoom Contact Center. You will own complex escalations, build carrier relationships, and mentor Porting Specialists in a fast-paced, multi-stakeholder environment.

You will work within a structured hybrid model, supporting customers, partners, and internal teams while driving KPI improvements and documentation.