Senior Porting Escalation Lead

Zoom; Santa Fe (NM); Hybrid; USD 77,000 - 186,000; Full time

Job summary

Zoom is seeking a senior Porting Escalation Specialist to own complex porting escalations and lead high-value deployments. You will engage Premier and Elite customers, partners, PSO teams, and internal stakeholders to resolve issues with credibility and proactive communication.

You will mentor Porting Specialists, help build processes, and ensure cross-team collaboration during peak periods. The role supports a structured hybrid work model at Zoom.

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: 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 experience.
• Excellent written and verbal communication skills.
• Experience mentoring or developing team members.
• Eligibility to access Zoom for Government; 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 appropriate team members, ensuring timely resolution.
• Build and maintain strong carrier relationships to facilitate port processing and address recurring issues.
• Mentor Porting Specialists through coaching and knowledge sharing.
• Communicate clearly with customers, partners, and internal teams, including difficult news or managing expectations.
• Collaborate with Porting Support Manager on KPI tracking and process improvements.
• Lead large-scale projects from initiation to completion, ensuring timelines and deliverables stay on track.
• Create and maintain documentation and SOPs for team alignment.
• Stay available for after-hours or on-call support.

Skills

Porting expertise

Carrier operations

Communication skills

Mentoring

Escalation management

Stakeholder management

ZT Knowledge: ZfG familiarity

Education

Relevant degree welcomed

Tools

ServiceNow

Zoom Phone

UCaaS

Job description

Zoom is seeking a senior Porting Escalation Specialist to own complex porting escalations and lead high-value deployments. You will engage Premier and Elite customers, partners, PSO teams, and internal stakeholders to resolve issues with credibility and proactive communication.

You will mentor Porting Specialists, help build processes, and ensure cross-team collaboration during peak periods. The role supports a structured hybrid work model at Zoom.