Senior Porting Escalation Lead — Hybrid/Remote

Zoom; Helena (MT); Hybrid; USD 77,000 - 186,000; Full time

Benefits offered by this job

Benefits program

Location-based compensation

Hybrid/Remote work options

Job summary

Zoom is seeking a Senior Porting Escalation Specialist to serve as the senior escalation point for high‑value porting issues. You will work with Premier and Elite customers and certified partners to own complex escalations end‑to‑end.

You will mentor Porting Specialists, improve processes, and collaborate with carriers and internal teams to drive timely resolutions, KPI tracking, and documentation in a hybrid work environment.

Qualifications

• 5+ years in Technical Support or Telecommunications, with 2+ years on number porting or carrier operations
• Deep knowledge of number porting processes: LNP, CSR, LOA, and carrier provisioning workflows
• Ability to manage high‑stakes escalations in a fast‑paced, customer‑facing environment
• Strong carrier relationship management to resolve disputes and improve processes
• Excellent written and verbal communication to translate technical info for customers and leadership
• Experience mentoring team members and driving process improvements
• Eligibility to access Zoom for Government/Zoom for Defense environments (US‑based personnel) and familiarity with Zoom Phone/UCaaS/VoIP or ServiceNow is a plus

Responsibilities

• Own complex, high‑priority porting escalations from partners, PSOs, and stakeholders and drive to resolution
• Triage and route escalation tickets to the right team members
• Build and maintain carrier relationships to facilitate port processing and resolve disputes
• Mentor Porting Specialists through coaching and knowledge sharing
• Communicate clearly with customers, partners, and internal teams, even when delivering difficult news
• Collaborate on KPI tracking, reporting, and process improvements
• Lead large projects from initiation to completion, ensuring timelines and deliverables
• Create and maintain documentation and SOPs for evolving porting challenges
• Be available for after‑hours or on‑call support when needed

Skills

Porting expertise

Escalation management

Customer communication

Mentoring

Carrier relationships

Stakeholder management

Technical support

Education

Relevant degree welcomed

Tools

ServiceNow

Zoom Phone

UCaaS

VoIP platforms

Job description

Zoom is seeking a Senior Porting Escalation Specialist to serve as the senior escalation point for high‑value porting issues. You will work with Premier and Elite customers and certified partners to own complex escalations end‑to‑end.

You will mentor Porting Specialists, improve processes, and collaborate with carriers and internal teams to drive timely resolutions, KPI tracking, and documentation in a hybrid work environment.