At Weave, bringing a customer’s phone numbers over to our platform is one of the first and most important steps in their journey with us. As a Porting Analyst - Rejections, you’ll help make that process as smooth as possible by fixing issues that pop up, coordinating with carriers and customer offices, and keeping everyone in the loop along the way. This role is all about problem-solving, clear communication, and attention to detail so that customers can start using Weave without delays or frustration. Your work will directly impact how quickly and seamlessly our customers get up and running.
This is a hybrid position: Monday-Wednesday is mandatory in office & Thursday/Friday is optional WFH
Reports to: Porting Team Lead
Review and Analyze Rejections
Assess port rejections assigned daily.
Identify and interpret the specific rejection reason to determine the appropriate resolution path.
Coordinate with Stakeholders
Reach out to customer offices, carriers, or internal teams to gather missing information or documentation.
Documentation and Tracking
Accurately document actions taken, communications made, and resolution steps.
Ensure all records are updated to maintain transparency and continuity of case handling.
Customer Experience Support
Proactively communicate with internal teams to minimize delays and ensure smooth porting experiences.
Contribute to reducing porting rejections by flagging recurring issues or process gaps.
Compliance and Quality Assurance
Adhere to carrier requirements, company policies, and regulatory guidelines when handling rejections.
Maintain high attention to detail to prevent repeated rejections and ensure first-pass success.
Continuous Improvement
Provide feedback on common rejection trends to help refine onboarding and porting processes.
Collaborate with team members to share best practices and improve overall efficiency.
Education & Experience
High school diploma or equivalent required; associate’s or bachelor’s degree preferred.
1–2 years of experience in telecommunications, customer support, number porting, or a related field preferred.
Experience working in a ticketing, CRM, or case management system is a plus.
Technical & Industry Knowledge
Understanding of Local Number Portability (LNP) processes and terminology is highly desirable.
Familiarity with Customer Service Records (CSRs), billing statements, and telecom documentation.
Basic knowledge of FCC/telecom compliance guidelines is a plus.
Skills & Abilities
Strong problem-solving and analytical thinking to quickly interpret rejection reasons and determine next steps.
Excellent written and verbal communication skills for working with internal teams, carriers, and customer offices.
High attention to detail with the ability to manage multiple cases simultaneously.
Strong organizational skills to track and resolve rejections efficiently.
Ability to work independently while also collaborating within a team environment.
Tools & Technology
Proficiency with common business software (Salesforce, Google Workspace).
Comfort with learning and navigating CRM/ticketing systems.
Work Traits
Customer-obsessed mindset with a drive to resolve issues efficiently and accurately.
Flexibility to adapt to evolving processes and carrier requirements.
Accountability for ensuring timely resolution and clear documentation.
You have prior experience in telecom, porting, or carrier relations, and can navigate CSRs, bills, and LNP processes with confidence.
You’re a natural problem-solver who thrives on untangling tricky cases and finding the fastest path to resolution.
You have a keen eye for detail and can spot errors or missing information that others might overlook.
You’re an excellent communicator — you can explain complex issues clearly and professionally, whether you’re talking to a customer office, an onboarder, or a carrier.
You’re highly organized and can manage multiple rejections at once without dropping the ball.
You enjoy collaboration and sharing insights to help the team reduce rejections overall.
You’re tech-savvy and comfortable learning new systems quickly.
You take pride in being customer-focused, ensuring the porting process is as smooth and frustration-free as possible.
Weave is an equal opportunity employer that is committed to fostering an inclusive workplace where all individuals are valued and supported. We welcome anyone who is hungry to learn, problem-solve and progress regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or other applicable legally protected characteristics. If you have a disability or special need that requires accommodation, please let us know.
All official correspondence will occur through Weave branded email. We will never ask you to share bank account information, cash a check from us, or purchase software or equipment as part of your interview or hiring process.
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