Zoom
Porting Escalation Specialist
$77K–$186K
Remote (US) · Full-time · Posted Oct 29, 2026
- Experience
- 5+ years in Technical Support or Telecommunications, with at least 2 years focused on number porting or carrier operations.
- Education
- A relevant degree is welcomed; equivalent experience is equally valued.
- Visa sponsorship
- US-based personnel required for eligibility to access Zoom for Government (ZfG) and Zoom for Defense environments.
About the job
Own complex number-porting escalations for Zoom Phone and Zoom Contact Center customers and partners, while supporting team development and improving porting operations.
What you'll do
- Drive high-priority porting escalations to resolution, coordinating with customers, partners, carriers, and internal teams.
- Mentor Porting Specialists and contribute to KPI reporting, process improvements, documentation, and training.
- Lead porting projects and provide after-hours or on-call support for critical issues.
What they ask for
- 5+ years of experience in Technical Support or Telecommunications, including at least 2 years focused on number porting or carrier operations.
- Working knowledge of number porting, including LNP, CSR, LOA, and carrier provisioning workflows.
- Experience managing high-stakes escalations and carrier relationships, including resolving disputes.
- Experience mentoring or developing team members.
Nice to have
- Familiarity with Zoom Phone, UCaaS, VoIP platforms, or ticketing systems such as ServiceNow.
- A relevant degree is welcomed; equivalent experience is equally valued.
Pay
$76,800.00 - $186,200.00 (USD; base salary and/or OTE; classification of this range is not specified)
Tools
LNP (Local Number Portability), CSR (Customer Service Records), LOA (Letter of Authorization), Zoom Phone, UCaaS, VoIP, ServiceNow
Model-written summary · the original posting is authoritative