Customer Service Operations & Escalation Lead (Contractor)

Job Description

Job Description

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)

Quality Assurance & Workforce Management

System Coordination & Maintenance

Process Improvement & Training

Requirements

Key Competencies

Performance Metrics

Preferred

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.