Customer Service Operations & Escalation Lead; Contractor

Role Overview

The Customer Service Operations & Escalation Lead is responsible for managing the daily operation of One Plus 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, Future Tel), and e-commerce systems (Shopify, Net Suite) 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 Net Suite
  .
• 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.

Other works assigned by management.

• Perform other duties and responsibilities as reasonably assigned by management, as business needs require.

• 2+ years of experience in customer service operations, customer escalation management, or process management, preferably within the technology or consumer electronics industry.
• Demonstrated experience managing or supporting multi-channel customer service environments.
• Proficiency in Freshdesk, Shopify, or similar CRM, ERP, or customer service management systems.
• Strong analytical and reporting skills, with proficiency in Microsoft Excel and other relevant reporting tools.
• Working knowledge of US and Canadian consumer protection laws, warranty requirements, and related regulations.
• Excellent communication, leadership, and cross-functional collaboration skills.
• Ability to effectively balance attention to operational details with strategic thinking and problem-solving.

• Customer-centric mindset with a strong focus on operational excellence.
• Strong sense of ownership, accountability, and…