Senior Porting Escalation Specialist | Hybrid/Remote

Zoom; San Jose (CA); Hybrid; USD 77,000 - 186,000; Full time

Job summary

Zoom is seeking a senior Porting Escalation Specialist to own high-priority porting escalations for Premier and Elite customers and certified partners. You will triage, coordinate across PSO, product, and engineering, and mentor Porting Specialists to raise the team’s capability.

You will build carrier relationships, communicate clearly with stakeholders, and drive resolutions while staying composed under pressure. This hybrid role offers growth and impact across porting programs.

Qualifications

• 5+ years 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
• Ability to manage high-stakes escalations in a fast-paced, customer-facing environment
• Strong carrier relationship management to resolve disputes and address systemic issues
• Excellent written and verbal communication; translate technical complexity for customers and leadership
• Experience mentoring or developing team members
• Eligibility to access Zoom for Government; familiarity with Zoom Phone, UCaaS, VoIP, ServiceNow is a plus

Responsibilities

• Own complex, high-priority porting escalations from partners, PSO teams, and internal stakeholders
• Triage and route escalation tickets to appropriate team members
• Build and maintain strong carrier relationships to facilitate port processing
• Mentor and develop Porting Specialists through coaching and knowledge sharing
• Communicate promptly and clearly with customers, partners, and internal teams
• Partner with the Porting Support Manager on KPI tracking, reporting, and process improvements
• Lead and monitor large-scale projects from initiation through completion
• Create and maintain documentation, training materials, and standard operating procedures
• Stay flexible and available for after-hours or on-call support

Skills

Technical support

Number porting

Carrier operations

Escalations management

Communication skills

Mentoring

Govt access (ZfG)

Education

Relevant degree

Tools

Zoom Phone

UCaaS

VoIP platforms

ServiceNow

Job description

Zoom is seeking a senior Porting Escalation Specialist to own high-priority porting escalations for Premier and Elite customers and certified partners. You will triage, coordinate across PSO, product, and engineering, and mentor Porting Specialists to raise the team’s capability.

You will build carrier relationships, communicate clearly with stakeholders, and drive resolutions while staying composed under pressure. This hybrid role offers growth and impact across porting programs.