Senior Porting Escalation Specialist - Remote

Zoom; United States; Hybrid; USD 77,000 - 186,000; Full time

Job summary

Zoom is seeking an experienced Porting Escalation Lead to own high-priority porting escalations, collaborating with carriers and PSO teams to accelerate resolutions. You will guide partners, manage multi-stakeholder deployments, and mentor Porting Specialists to strengthen processes and standards.

The role requires deep knowledge of number porting, LNP, LOA, and CSR, with strong communication skills and a calm, credible presence under pressure.

Qualifications

• 5+ years in Technical Support or Telecommunications with 2+ years in number porting or carrier ops.
• Knowledge of LNP, CSR, LOA, and carrier provisioning workflows.
• Experience managing high-stakes escalations in a fast-paced environment.

Responsibilities

• Own complex, high-priority porting escalations and drive resolution.
• Triage and route escalation tickets to appropriate teams.
• Build and maintain strong carrier relationships to facilitate port processing.
• Mentor Porting Specialists and develop team capabilities.
• Communicate clearly with customers, partners, and internal teams.

Skills

Technical support

Telecommunications

Number porting

Carrier operations

Mentoring

Clear communication

Stakeholder mgmt

Education

Bachelor's degree or equivalent

Tools

ServiceNow

UCaaS

Zoom Phone

Job description

Zoom is seeking an experienced Porting Escalation Lead to own high-priority porting escalations, collaborating with carriers and PSO teams to accelerate resolutions. You will guide partners, manage multi-stakeholder deployments, and mentor Porting Specialists to strengthen processes and standards.

The role requires deep knowledge of number porting, LNP, LOA, and CSR, with strong communication skills and a calm, credible presence under pressure.