Customer Service Operations & Escalation Lead (Contractor)
Role Overview
The Customer Service Operations & Escalation Lead is responsible for managing the daily operation of OnePlus North America’s customer support channels and ensuring high-quality, efficient, and compliant service delivery.
This position combines frontline operations management, escalation handling, quality assurance, workforce management, and system coordination. The role requires strong analytical ability, operational discipline, and collaboration with internal partners such as IT, logistics, and repair centers.
Key Responsibilities
Operations Management
- Oversee daily activities across all service channels — voice, chat, and email.
- Ensure SLA, FRT, CSAT, and resolution rate targets are consistently achieved.
- Monitor queues, assign workloads, and optimize resource allocation based on traffic patterns.
- Conduct daily and weekly reviews on volume, productivity, and service quality.
- Prepare performance dashboards and operational reports for management review.
Escalation & Complaint Handling (L2/L3)
- Act as the primary escalation point for complex cases including warranty, trade-in, refund, and device complaints.
- Coordinate with logistics, repair partners (e.g., Acer, FutureTel), and e-commerce systems (Shopify, NetSuite) to ensure accurate and timely case resolution.
- Lead root-cause analysis for recurring or high-impact cases and propose process improvements.
- Maintain customer documentation consistency with regulatory requirements (FTC, Bill 29, CCPA, etc.).
Quality Assurance & Workforce Management
- Develop and implement QA frameworks and evaluation standards.
- Conduct regular audits and coaching sessions to maintain tone, accuracy, and efficiency.
- Forecast and plan workforce schedules to balance demand and coverage.
- Support continuous improvement through agent feedback, QA insights, and operational reviews.
System Coordination & Maintenance
- Maintain system performance and configuration across Freshdesk, Freshchat, Shopify, and NetSuite.
- Collaborate with the North America IT team for system updates, access control, VPN/IP whitelisting, and ticket workflow integration.
- Manage automation rules, routing logic, and form structures within CRM tools to align with service needs.
- Support issue troubleshooting and assist in coordinating resolution of platform-related bugs or API updates.
Process Improvement & Training
- Document and update SOPs, macros, and GKM articles to ensure process consistency.
- Conduct training sessions for agents based on QA findings or system changes.
- Identify operational inefficiencies and implement solutions to improve performance and customer satisfaction.
- Collaborate cross-functionally to enhance workflow efficiency and reduce escalations.
- 5–7 years of experience in customer service operations, escalation handling, or process management, preferably within technology or consumer electronics.
- Proven experience managing multi-channel support environments.
- Solid understanding of Freshdesk, Shopify, and NetSuite or equivalent CRM/ERP systems.
- Strong data analysis and reporting skills using Excel or BI tools.
- Knowledge of U.S./Canadian consumer law and warranty requirements.
- Excellent communication, leadership, and cross-department collaboration skills.
- Ability to balance operational detail with strategic problem-solving.
Key Competencies
- Customer-first mindset with operational excellence.
- Strong ownership and accountability.
- Analytical and process-oriented thinking.
- Effective communicator and team motivator.
- Adaptability and continuous learning mindset.
Performance Metrics
- Customer Satisfaction (CSAT/NPS)
- First Response Time (FRT)
- Average Handle Time (AHT)
- Resolution Rate & Escalation Rate
- Quality Assurance Score
- Adherence to Schedule and Attendance
Preferred
- Prior experience in consumer electronics or mobile phone industry.
- Familiarity with OnePlus products and OxygenOS features.
- Knowledge of warranty and consumer law basics (U.S. & Canada).
Equal Employment Opportunity Statement
OnePlus is an equal opportunity employer dedicated to building a diverse and inclusive workplace. We welcome and encourage applications from all qualified individuals, regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status. We also consider qualified applicants with criminal histories in accordance with applicable laws.
Compensation Information
The U.S. base hourly range for this position is $30–$40 per hour. Actual compensation is determined by the role, level, and geographic location, as well as individual experience and qualifications.
Average salary estimate
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