Porting Escalation Specialist

Job Summary

Managing complex porting escalations for high-value customers, the full-time Porting Escalation Specialist will engage directly with Premier and Elite clients, mentor team members, and drive resolutions while working remotely.

Key responsibilities

• Own and resolve high-priority porting escalations from partners and internal stakeholders with urgency
• Triage escalation tickets and ensure they are routed to the appropriate team members
• Build and maintain strong relationships with carriers to facilitate efficient port processing and resolve disputes

Required qualifications

• 5+ years of experience in Technical Support or Telecommunications, with at least 2 years focused on number porting or carrier operations
• Deep knowledge of number porting processes, including LNP, CSR, LOA, and carrier provisioning workflows
• Experience managing high-stakes escalations in a fast-paced, customer-facing environment
• Strong carrier relationship management experience with a proven ability to negotiate outcomes
• Experience mentoring team members and a genuine interest in knowledge-sharing and process improvement