Senior Porting Escalation Lead (Hybrid)

Zoom; Madison (WI); Hybride; USD 77 000 - 186 000; Plein temps

Résumé du poste

Zoom is seeking a Senior Porting Escalations specialist to own complex porting scenarios for Zoom Phone and Zoom Contact Center. You’ll engage with Premier customers, carriers, and internal teams to drive resolution and prevent recurrence, while mentoring Porting Specialists and building scalable processes.

The role emphasizes clear communication under pressure, cross-functional collaboration, and after-hours support when critical porting issues arise.

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, carrier provisioning workflows.
• Ability to manage high-stakes escalations in a fast-paced, customer-facing environment.

Responsabilités

• 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 capability.
• Communicate promptly and clearly with customers, partners, and internal teams, including when delivering difficult news or managing expectations in high-stakes 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.

Connaissances

Number porting

Escalation management

Communication

Stakeholder management

Mentoring

Pressure handling

Carriers relationships

Formation

Relevant degree

Outils

ServiceNow

UCaaS

VoIP platforms

Description du poste

Zoom is seeking a Senior Porting Escalations specialist to own complex porting scenarios for Zoom Phone and Zoom Contact Center. You’ll engage with Premier customers, carriers, and internal teams to drive resolution and prevent recurrence, while mentoring Porting Specialists and building scalable processes.

The role emphasizes clear communication under pressure, cross-functional collaboration, and after-hours support when critical porting issues arise.