Senior Porting Escalation Lead - Remote

Zoom; Montpelier (VT); Hybride; USD 77 000 - 186 000; Plein temps

Résumé du poste

Zoom is seeking a Senior Porting Escalation Specialist to own complex porting escalations for Premier and Elite customers and certified partners. You will mentor Porting Specialists, build processes, and ensure timely resolutions in high-stakes deployments.

The role requires deep knowledge of Local Number Portability (LNP), LOA, CSR, and carrier provisioning workflows, with strong communication under pressure.

Qualifications

• 5+ years in Technical Support or Telecommunications, with at least 2 years on porting or carrier operations
• Deep knowledge of 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 with ability to resolve disputes and address systemic issues
• Excellent written and verbal communication, translating technical details into clear information
• Experience mentoring or developing team members and sharing knowledge
• US-based eligibility to access Zoom for Government (ZfG) and familiarity with Zoom Phone/UCaaS/VoIP or ServiceNow is a plus

Responsabilités

• Own complex, high-priority porting escalations and drive them to resolution
• Triage and route escalation tickets to the right teams
• Build and maintain carrier relationships to facilitate port processing
• Mentor Porting Specialists through coaching and knowledge sharing
• Communicate clearly with customers, partners, and internal teams
• Collaborate on KPI tracking, reporting, and process improvements
• Lead large-scale projects from initiation to completion during peak periods
• Create documentation and training materials for porting challenges
• Be available for after-hours or on-call support as needed

Connaissances

Number porting processes

Escalation management

Carrier relationship management

Communication skills

Mentoring teammates

ZfG eligibility (US)

Formation

Relevant degree or equivalent experience

Outils

ServiceNow

Description du poste

Zoom is seeking a Senior Porting Escalation Specialist to own complex porting escalations for Premier and Elite customers and certified partners. You will mentor Porting Specialists, build processes, and ensure timely resolutions in high-stakes deployments.

The role requires deep knowledge of Local Number Portability (LNP), LOA, CSR, and carrier provisioning workflows, with strong communication under pressure.