OPPO
Customer Service Operations & Escalation Lead (Contractor)
OPPO, Palo Alto, California, United States, 94306
Customer Service Operations & Escalation Lead (Contractor)
Be among the first 25 applicants. This range is provided by OPPO. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base Pay Range $50,000.00/yr - $60,000.00/yr
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
Requirements
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
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)
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
Benefits 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.
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Base Pay Range $50,000.00/yr - $60,000.00/yr
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
Requirements
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
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)
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
Benefits 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.
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