Customer Service Operations & Escalation Lead; Contractor

Role Overview

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.

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.

• 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

• 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.)

• 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

• 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

• 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

• 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 U.S. 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 follow-through
• Analytical, data-driven, and process-oriented approach to problem-solving
• Effective communicator with the ability to motivate, influence, and collaborate across teams
• Adaptability, resilience, and a commitment to continuous learning and improvement

Performance may be evaluated based on, but not limited to:

• Customer Satisfaction (CSAT) and Net Promoter Score (NPS)
• First Response Time (FRT)
• Average Handle Time (AHT)
• Resolution Rate and Escalation Rate
• Schedule Adherence and Attendance
• Process Improvement and Operational…