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 focused on wireless telecommunications. You will drive service quality, coach staff, and resolve complex technical issues for global mobile 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, ensuring performance targets are met.
• Act as primary escalation point for complex service and technical cases.
• Troubleshoot advanced wireless issues such as SIM/eSIM activation, number porting, billing, device configuration and connectivity challenges.
• 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 resolutions.

Required profile

• Minimum 3 years of recent experience supporting major wireless carriers (AT&T, T‑Mobile, Verizon, MVNOs) in a customer service or technical support leadership role.
• Proven ability to manage remote teams and drive continuous improvement.
• Strong analytical mindset with a focus on KPI management and quality assurance.

Required skills

• SIM/eSIM activation
• Number porting
• APN configuration
• LTE/4G/5G troubleshooting
• Android device support
• iPhone device support
• Carrier support systems
• CRM platforms
• Ticketing tools

What we offer

• Opportunity to work with global clients in the mobile technology sector.
• Remote work flexibility.
• Leadership role with impact on service excellence.