Senior Porting Escalation Leader (Hybrid/Remote)

Zoom; Atlanta (GA); Hybrid; USD 77,000 - 186,000; Full time

Job summary

Zoom is seeking a senior Porting Escalation Specialist to lead complex number porting escalations for Premier and Elite customers and certified partners. You will own, triage, and resolve issues, while mentoring Porting Specialists and improving processes across Product, Engineering, and Customer Success.

This role requires calm, credible communication under pressure. You’ll work with Zoom Phone, UCaaS, and related ticketing systems, engaging carriers and internal teams to keep deployments on

Qualifications

• 5+ years in Technical Support or Telecommunications with 2+ years in porting or carrier operations
• Experience delivering difficult news while staying composed in high-stakes, customer-facing scenarios
• Proven ability to mentor Porting Specialists and improve processes

Responsibilities

• Own complex, high-priority porting escalations and drive resolution
• Triage and route escalation tickets to the right team members
• Build and maintain carrier relationships for efficient port processing
• Mentor Porting Specialists through coaching and knowledge sharing
• Communicate clearly with customers, partners, and internal teams
• Track KPIs and participate in process improvements
• Lead large projects from initiation to completion during peak periods
• Create documentation and training materials for the team
• Provide after-hours/on-call support when needed

Skills

Porting escalations

Carrier operations

LNP processes

CSR/LOA workflows

Stakeholder communication

Mentoring/Coaching

Escalation management

Education

Bachelor's degree in a related field

Tools

Zoom Phone

ServiceNow

UCaaS/VoIP

Job description

Zoom is seeking a senior Porting Escalation Specialist to lead complex number porting escalations for Premier and Elite customers and certified partners. You will own, triage, and resolve issues, while mentoring Porting Specialists and improving processes across Product, Engineering, and Customer Success.

This role requires calm, credible communication under pressure. You’ll work with Zoom Phone, UCaaS, and related ticketing systems, engaging carriers and internal teams to keep deployments on