Customer Service & Technical Support Team Lead

About the role

This remote position is for an experienced leader who will manage a distributed customer service and technical support team for a telecommunications partner. The role combines people management with deep technical expertise in mobile and wireless services, ensuring high‑quality customer experiences across multiple carriers.

Key responsibilities

• Lead, mentor, and support a remote team of customer service and technical support representatives.
• Conduct coaching sessions, performance reviews, and training to boost individual and team effectiveness.
• Monitor productivity, service levels, and operational KPIs such as CSAT, FCR, AHT, and schedule adherence.
• Act as the primary escalation point for complex technical issues and resolve advanced wireless service problems.
• Review customer interactions, perform quality evaluations, and provide actionable feedback.
• Prepare performance reports and recommend action plans for continuous improvement.
• Utilize carrier support systems, CRM platforms, and ticketing tools to manage accounts and resolutions.
• Identify workflow improvements, update documentation, and contribute to knowledge‑base development.

Required profile

• Minimum 3 years of recent experience supporting major wireless carriers (e.g., AT&T, T‑Mobile, Verizon, MVNOs) in a leadership role.
• Proven ability to manage remote teams and drive performance through KPI management.
• Strong problem‑solving skills for complex technical issues in mobile services.
• Excellent communication and coaching abilities.

Required skills

• SIM/eSIM activation
• Number porting
• Billing system troubleshooting
• Device configuration
• APN configuration
• LTE/4G/5G troubleshooting
• Android support
• iPhone support
• Connected device activation
• CRM platforms
• Ticketing tools

What we offer

• Opportunity to work with global clients in the telecommunications sector.
• Remote work flexibility.
• Leadership role with impact on service quality and team development.