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. You will ensure high‑quality service, coach agents, and resolve complex wireless issues for global clients.

Key responsibilities

• Lead, mentor and support a remote team of customer service and technical support representatives.
• Conduct coaching sessions, performance reviews and training to improve individual and team effectiveness.
• Monitor productivity, service levels and operational KPIs such as CSAT, FCR and AHT.
• Act as primary escalation point for advanced wireless service cases.
• Review customer interactions, perform quality evaluations and provide actionable feedback.
• Prepare performance reports and recommend action plans for efficiency and experience improvements.
• Utilize carrier support systems, CRM platforms and ticketing tools to manage accounts and technical resolutions.

Required profile

• Minimum 3 years of recent experience in a customer service or technical support leadership role for major wireless carriers (e.g., AT&T, T‑Mobile, Verizon, MVNOs).
• Proven ability to manage remote teams in a fast‑paced environment.
• Strong analytical mindset with experience in KPI management and process optimisation.

Required skills

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