Porting Escalation Specialist

About the Team

Responsibilities

• Own complex, high-priority porting escalations from partners, PSO teams, and internal stakeholders, driving each to resolution with urgency and clear communication.
• Triage and route escalation tickets to the appropriate team members, ensuring every issue reaches the right person at the right time.
• Build and maintain strong carrier relationships to facilitate efficient port processing, resolve disputes, and address recurring issues before they become patterns.
• Mentor and develop Porting Specialists through coaching, hands-on guidance, and knowledge-sharing that builds individual and team capability.
• Communicate promptly and clearly with customers, partners, and internal teams, including when delivering difficult news or managing expectations in high-stakes, multi-stakeholder situations.
• Partner with the Porting Support Manager on KPI tracking, reporting, and process improvements that strengthen how the team operates.
• Lead and monitor large-scale projects from initiation through completion, ensuring progress, timelines, and deliverables stay on track, particularly during peak periods or when escalation volume is lower.
• Create and maintain documentation, training materials, and standard operating procedures that keep the team aligned as porting challenges evolve.
• Stay flexible and available for after-hours or on-call support when critical porting issues require immediate attention.
• What We're Looking For
• 5+ years of experience in Technical Support or Telecommunications, with at least 2 years focused on number porting or carrier operations; a relevant degree is welcomed, though equivalent experience is equally valued
• Deep, working knowledge of number porting processes, including LNP (Local Number Portability), CSR (Customer Service Records), LOA (Letter of Authorization), and carrier provisioning workflows
• Demonstrated ability to manage high-stakes escalations in a fast-paced, customer-facing environment, including confidence in delivering difficult news and staying composed across complex, multi-stakeholder situations
• Strong carrier relationship management experience, with the ability to resolve disputes, negotiate outcomes, and address systemic issues before they escalate
• Excellent written and verbal communication skills, with the ability to translate technical complexity into clear, actionable information for customers, partners, and leadership
• Experience mentoring or developing team members, with a genuine interest in building capability through knowledge-sharing and process improvement
• Eligibility to access Zoom for Government (ZfG) and Zoom for Defense environments (US-based personnel required); familiarity with Zoom Phone, UCaaS, VoIP platforms, or ticketing systems such as ServiceNow is a plus
• Salary Range or On Target Earnings:
• $76,800.00 - $186,200.00
• In addition to the base salary and/or OTE listed Zoom has a Total Direct Compensation philosophy that takes into consideration; base salary, bonus and equity value.
• Note: Starting pay will be based on a number of factors and commensurate with qualifications & experience.
• We also have a location based compensation structure; there may be a different range for candidates in this and other locations
• At Zoom, we offer a window of at least 5 days for you to apply because we believe in giving you every opportunity. Below is the potential closing date, just in case you want to mark it on your calendar. We look forward to receiving your application!
• Anticipated Position Close Date:
• 10/29/26
• Ways of Working Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting.
• Benefits As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways. Click Learn for more information.
• About Us Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars. We’re problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Find room to grow with opportunities to stretch your skills and advance your career in a collaborative, growth-focused environment.
• Our Commitment
• At Zoom, we believe great work happens when people feel supported and empowered. We’re committed to fair hiring practices that ensure every candidate is evaluated based on skills, experience, and potential. If you require an accommodation during the hiring process, let us know—we’re here to support you at every step.
• If you need assistance navigating the interview process due to a medical disability, please submit an Accommodations Request Form and someone from our team will reach out soon. This form is solely for applicants who require an accommodation due to a qualifying medical disability. Non-accommodation-related requests, such as application follow-ups or technical issues, will not be addressed.
• Our interviews are supported by BrightHire, a tool that helps us create a consistent and thoughtful interview experience and may include recordings. Please refer to our candidate privacy statement for more information of how we use your data.
• #LI-Remote
• Ways of Working
• Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting.

Qualifications

• 5+ years of experience in Technical Support or Telecommunications, with at least 2 years focused on number porting or carrier operations; a relevant degree is welcomed, though equivalent experience is equally valued
• Deep, working knowledge of number porting processes, including LNP (Local Number Portability), CSR (Customer Service Records), LOA (Letter of Authorization), and carrier provisioning workflows
• Demonstrated ability to manage high-stakes escalations in a fast-paced, customer-facing environment, including confidence in delivering difficult news and staying composed across complex, multi-stakeholder situations
• Strong carrier relationship management experience, with the ability to resolve disputes, negotiate outcomes, and address systemic issues before they escalate
• Excellent written and verbal communication skills, with the ability to translate technical complexity into clear, actionable information for customers, partners, and leadership
• Experience mentoring or developing team members, with a genuine interest in building capability through knowledge-sharing and process improvement
• $76,800.00 - $186,200.00
• Note: Starting pay will be based on a number of factors and commensurate with qualifications & experience.
• We also have a location based compensation structure; there may be a different range for candidates in this and other locations
• At Zoom, we offer a window of at least 5 days for you to apply because we believe in giving you every opportunity. Below is the potential closing date, just in case you want to mark it on your calendar. We look forward to receiving your application!
• 10/29/26
• Ways of Working
• Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting.

Preferred Qualifications

• Eligibility to access Zoom for Government (ZfG) and Zoom for Defense environments (US-based personnel required); familiarity with Zoom Phone, UCaaS, VoIP platforms, or ticketing systems such as ServiceNow is a plus
• In addition to the base salary and/or OTE listed Zoom has a Total Direct Compensation philosophy that takes into consideration; base salary, bonus and equity value.