Senior Porting Escalation Specialist - Remote/Hybrid

Zoom; Lansing (MI); Hybrid; USD 77,000 - 186,000; Full time

Job summary

Zoom is seeking a Senior Porting Escalations professional to act as the senior escalation point for complex number porting and high-value customer scenarios. You will mentor Porting Specialists and help shape processes across carrier operations, LNP, LOA, and CSR workflows.

This role engages with Premier/Elite customers and partners, balancing escalation ownership with proactive process improvements and after-hours support as needed. Experience with Zoom Phone/UCaaS a plus.

Qualifications

• 5+ years in Technical Support or Telecommunications with 2+ years in porting or carrier operations
• Deep knowledge of LNP, CSR, LOA, and 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 address systemic issues
• Excellent written and verbal communication translating technical complexity for multiple stakeholders
• Experience mentoring team members and improving processes

Responsibilities

• Own complex, high-priority porting escalations and drive to resolution
• 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, including difficult news
• Partner with Porting Support Manager on KPI tracking and process improvements
• Lead large-scale projects from initiation to completion, especially during peak periods
• Create and maintain documentation and SOPs for porting challenges
• Remain available for after-hours or on-call support

Skills

Porting expertise

Escalations management

Stakeholder communication

Mentoring others

Carrier relationships

Education

Relevant degree

Tools

ServiceNow

Job description

Zoom is seeking a Senior Porting Escalations professional to act as the senior escalation point for complex number porting and high-value customer scenarios. You will mentor Porting Specialists and help shape processes across carrier operations, LNP, LOA, and CSR workflows.

This role engages with Premier/Elite customers and partners, balancing escalation ownership with proactive process improvements and after-hours support as needed. Experience with Zoom Phone/UCaaS a plus.