Senior Porting Escalation Lead (Remote)

Zoom; Richmond (VA); Hybrid; USD 77,000 - 186,000; Full time

Benefits offered by this job

Benefits program

Hybrid work model

Job summary

Zoom is seeking a senior porting specialist to own high-priority porting escalations for Premier and Elite customers, building strong carrier relationships and mentoring the Porting Support team. You will coordinate with PSO, carriers, and internal stakeholders to keep deployments on track.

The role requires 5+ years in technical support or telecom with porting experience, strong communication skills, and the ability to manage multi-stakeholder situations.

Qualifications

• 5+ years in Technical Support or Telecommunications with porting focus
• Deep knowledge of Local Number Portability and porting processes
• Ability to manage high-stakes escalations in a fast-paced environment
• Experience mentoring team members and improving processes

Responsibilities

• Own complex porting escalations from partners and internal teams
• Triaging and routing escalation tickets to the right people
• Maintain carrier relationships to facilitate port processing
• Mentor Porting Specialists and share knowledge
• Communicate clearly with customers, partners, and leadership
• Track KPIs with Porting Support Manager and drive improvements
• Lead large projects from initiation to completion
• Create documentation and SOPs for the team
• Available for after-hours support when needed

Skills

Escalation management

Communication skills

Mentoring teammates

Carrier operations

Education

Relevant degree welcomed

Tools

ServiceNow

Job description

Zoom is seeking a senior porting specialist to own high-priority porting escalations for Premier and Elite customers, building strong carrier relationships and mentoring the Porting Support team. You will coordinate with PSO, carriers, and internal stakeholders to keep deployments on track.

The role requires 5+ years in technical support or telecom with porting experience, strong communication skills, and the ability to manage multi-stakeholder situations.