The posting
What You Can Expect
In this role, you will support Zoom Phone’s Japan porting operations, managing number porting processes for customers across Japan. You will work at the intersection of customer experience and technical precision, collaborating with carriers, internal teams, and customers to deliver accurate and timely number transitions. Your expertise in LNP processes and carrier systems will translate directly into customer satisfaction and operational excellence, making a meaningful impact on how Zoom Phone delivers for its customers globally. This is a hybrid position that requires on-site presence 2 days per week at our Tokyo, Japan office. Remote arrangements are not available for this role.
About the Team
Our Zoom Phone Porting team is part of Customer Care and Technical Support, focused on delivering reliable number porting operations for customers in Japan. We work cross-functionally with service engineering, carrier partners, account executives, and customer success managers to resolve complex porting challenges and continuously improve our processes. Collaboration, knowledge-sharing, and a commitment to customer outcomes are at the core of how we operate as the team grows globally.
Responsibilities
- Manage standard and complex number porting requests for Japan, coordinating with customers, CSMs, and account executives to ensure accurate and timely port completions.
- Support Japan’s native number processes, including KYC/KYB documentation management, number allocation, and compliance with in-country requirements.
- Collaborate with Zoom Phone’s global carrier partners and cross-functional internal teams to execute number transfers and manage porting requests end to end.
- Identify, troubleshoot, and resolve number porting fallout and technical numbering issues, partnering with service engineering and technical support to drive timely resolution.
- Serve as the escalation point of contact for customer and internal porting concerns, ensuring issues are addressed with urgency and a focus on customer satisfaction.
- Support strategic initiatives to streamline porting processes, improving team efficiency and the overall customer experience.
- Train new Zoom Phone Porting Specialists and support internal teams in understanding porting processes and setting accurate customer expectations.
What We’re Looking For
- 2+ years of number porting experience in Japan, with deep knowledge of LNP processes, carrier systems, and compliance verification.
- Working knowledge of VoIP, unified communications platforms, and telephony systems.
- Strong analytical, organizational, and problem-solving skills, with excellent attention to detail and the ability to manage multiple priorities in a fast-paced environment.
- Proficiency with Microsoft Office and CRM or ticketing platforms such as Salesforce, Zendesk, or ServiceNow.
- Excellent written and verbal communication skills in Japanese and English, with a professional, customer-focused approach to internal and external interactions.
- Ability to work cross-functionally with global teams and adapt to evolving business needs, including flexible working hours.
- Proven track record of delivering exceptional customer satisfaction in a technical support or porting operations environment.
Ways of Working Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting.
Benefits As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways. Click Learn for more information.
About Us Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars. We’re problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Find room to grow with opportunities to stretch your skills and advance your career in a collaborative, growth-focused environment.
Our Commitment
At Zoom, we believe great work happens when people feel supported and empowered. We’re committed to fair hiring practices that ensure every candidate is evaluated based on skills, experience, and potential. If you require an accommodation during the hiring process, let us know—we’re here to support you at every step.
If you need assistance navigating the interview process due to a medical disability, please submit an Accommodations Request Form and someone from our team will reach out soon. This form is solely for applicants who require an accommodation due to a qualifying medical disability. Non-accommodation-related requests, such as application follow-ups or technical issues, will not be addressed.
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