Porting Escalation Specialist at Zoom Communications

Job description

What You Can Expect In this role, you're the senior escalation point when porting situations get complicated, and at Zoom, complicated means high-value customers, multi-stakeholder partner deployments, and scenarios where a calm, credible voice makes all the difference. You'll engage directly with Premier and Elite customers and certified Zoom partners, stepping in when first-line support has reached its limits and the situation calls for someone who can take ownership, communicate clearly, and drive resolution. Strong knowledge of local number portability is the foundation, but what matters most in this role is how you handle pressure: delivering difficult news with confidence, thinking ahead to prevent recurrence, and keeping every stakeholder informed along the way. Beyond individual escalations, you'll mentor the Porting Specialists around you and help build the processes and standards that make the whole team stronger. About the Team The Porting Support team is a core part of Zoom's Technical Support organization, focused on guiding customers and partners through number porting for Zoom Phone and Zoom Contact Center. We work closely with carriers, certified partners, PSO teams, and internal stakeholders across Product, Engineering, Sales, and Customer Success to keep deployments on track and customers connected. The majority of what we handle comes through partner-led and PSO-supported deployments, and we take pride in delivering a level of service that matches the scale and complexity of the customers we serve. 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