Porting Escalation Specialist

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