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

Requirements

Qualifications

• 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.
• Key Competencies
• 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 Metrics
• 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 Efficiency

Preferred Qualifications

• Prior experience in the consumer electronics, mobile device, or technology industry.
• Familiarity with U.S. and Canadian consumer protection laws and warranty practices.
• Professional proficiency in both English and Chinese (Mandarin) is preferred.