Senior Porting Escalation Specialist

Zoom; Olympia (WA); Hybrid; USD 77,000 - 186,000; Full time

Job summary

Zoom is seeking a senior porting escalation expert to own high-priority porting cases for Premier and Elite customers, coordinating with partners, PSO teams, and internal stakeholders. You will lead complex scenarios, communicate clearly, and drive timely resolutions while mentoring Porting Specialists.

Ideal candidates bring deep knowledge of number porting, LNP/LOA/CSR workflows, and a proven ability to handle pressure with calm, confidence, and professional ownership across multi-stakeholder

Qualifications

• 5+ years of experience in Technical Support or Telecommunications, with at least 2 years on number porting or carrier operations.
• Deep knowledge of number porting processes: LNP, CSR, LOA, carrier provisioning workflows.
• Experience managing high-stakes escalations in a fast-paced, customer-facing environment.
• Strong carrier relationship management; ability to negotiate outcomes and address systemic issues.
• Excellent written and verbal communication; ability to translate technical details for diverse audiences.
• Experience mentoring or developing team members and driving process improvements.

Responsibilities

• Own complex, high-priority porting escalations from partners, PSO teams, and internal stakeholders, driving resolutions with urgency and clear communication.
• Triage and route escalation tickets to the appropriate team members.
• Build and maintain carrier relationships to facilitate port processing and address recurring issues.
• Mentor Porting Specialists through coaching and knowledge sharing.
• Communicate promptly with customers, partners, and internal teams, including during difficult news or high-stakes situations.
• Partner with the Porting Support Manager on KPI tracking, reporting, and process improvements.
• Lead large-scale projects from initiation through completion, ensuring timelines and deliverables stay on track.
• Create and maintain documentation and SOPs to keep the team aligned.
• Be available for after-hours or on-call support for critical porting issues.

Skills

Technical support

Number porting

Carrier operations

Escalation management

Communication

Mentoring

Education

Bachelor’s degree or equivalent

Tools

ServiceNow

Zoom Phone

UCaaS

VoIP

Job description

Zoom is seeking a senior porting escalation expert to own high-priority porting cases for Premier and Elite customers, coordinating with partners, PSO teams, and internal stakeholders. You will lead complex scenarios, communicate clearly, and drive timely resolutions while mentoring Porting Specialists.

Ideal candidates bring deep knowledge of number porting, LNP/LOA/CSR workflows, and a proven ability to handle pressure with calm, confidence, and professional ownership across multi-stakeholder