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 drive service quality, coach agents, and resolve complex wireless issues while supporting 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 KPIs such as customer satisfaction, first‑call resolution and average handle time.
• Act as the primary escalation point for advanced technical cases, including 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 actions to enhance efficiency and customer experience.
• Utilize carrier support systems, CRM platforms and ticketing tools to manage accounts and technical resolutions.
• Identify workflow improvements, update documentation and contribute to the knowledge base.

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 improvements.
• Strong analytical mindset with a focus on KPI management and process optimization.
• Excellent communication skills and a customer‑centric attitude.

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

What we offer

• Opportunity to work with global clients in the telecommunications sector.
• Remote work flexibility.
• Leadership role with scope to influence operational improvements.