Senior Porting Escalation Leader – Hybrid/Remote

Zoom; Trenton (NJ); Hybrid; USD 77,000 - 186,000; Full time

Job summary

Zoom is seeking a senior Porting Escalation Specialist to handle complex porting issues for premier customers and partners. You will own high-impact escalations, coordinate with carriers, PSO teams, and internal stakeholders to drive timely resolutions with clear communication.

You will mentor Porting Specialists, shape processes, and collaborate with the Porting Support Manager on KPI tracking and SOP improvements. A strong background in number porting and cross-functional teamwork is essential.

Qualifications

• 5+ years in Technical Support or Telecommunications, with porting focus.
• Deep knowledge of local number porting processes and related docs.
• Experience managing high-stakes escalations and cross-functional coordination.

Responsibilities

• Own complex, high-priority porting escalations from partners and internal teams.
• Triage and route escalation tickets to appropriate team members.
• 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.
• Partner with Porting Support Manager on KPI tracking and process improvements.
• Lead large-scale projects with defined timelines and deliverables.
• Create and maintain documentation and SOPs for porting operations.
• Be available for after-hours or on-call support as needed.

Skills

Escalation management

Porting processes

LNP

CSR

LOA

Carrier relationships

Communication skills

Mentoring

Zoom for Government access

Zoom Phone

UCaaS

VoIP

ServiceNow

ZfG access

Tools

ServiceNow

Carrier provisioning workflows

Job description

Zoom is seeking a senior Porting Escalation Specialist to handle complex porting issues for premier customers and partners. You will own high-impact escalations, coordinate with carriers, PSO teams, and internal stakeholders to drive timely resolutions with clear communication.

You will mentor Porting Specialists, shape processes, and collaborate with the Porting Support Manager on KPI tracking and SOP improvements. A strong background in number porting and cross-functional teamwork is essential.