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 res