Senior Porting Escalation Specialist

Zoom; Phoenix (AZ); Hybrid; USD 77,000 - 186,000; Full time

Benefits offered by this job

Hybrid work options

Remote work options

Benefits program

Job summary

Zoom is seeking a Senior Porting Escalation professional to lead complex porting escalations for Premier/Elite customers and partners. You will own high-stakes situations, coordinate with carriers, PSO teams, and internal stakeholders, and drive resolution while maintaining clear, proactive communication.

The role emphasizes mentoring Porting Specialists, shaping processes, and ensuring porting projects stay on track across peak periods.

Qualifications

• 5+ years in Technical Support or Telecommunications; 2+ years in porting or carrier operations.
• Deep knowledge of number porting processes: LNP, CSR, LOA, carrier provisioning workflows.
• Proven ability to manage high-stakes escalations in a fast-paced, customer-facing environment.
• Strong carrier relationship management to resolve disputes and patterns.
• Excellent written and verbal communication translating tech to actionable info.
• Experience mentoring teammates and improving processes.
• Eligible to access Zoom for Government (ZfG) and Zoom for Defense environments.

Responsibilities

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

Skills

Porting experience

Carrier operations

High-stakes escalations

Carrier relationships

Communication

Mentoring

Gov access eligibility

Zoom Phone / UCaaS

ServiceNow

Education

Relevant degree preferred

Tools

ServiceNow

Job description

Zoom is seeking a Senior Porting Escalation professional to lead complex porting escalations for Premier/Elite customers and partners. You will own high-stakes situations, coordinate with carriers, PSO teams, and internal stakeholders, and drive resolution while maintaining clear, proactive communication.

The role emphasizes mentoring Porting Specialists, shaping processes, and ensuring porting projects stay on track across peak periods.