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 serving wireless carriers. You will ensure high‑quality service, coach technicians, and drive continuous improvement across all support operations.

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, acting as the primary escalation point for complex 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.
• Track metrics including customer satisfaction, first‑call resolution, average handle time and schedule adherence.
• Prepare performance reports and recommend action plans for efficiency and experience improvements.
• Utilise 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

• Proven leadership experience in customer support or technical support for major wireless carriers (AT&T, T‑Mobile, Verizon, MVNOs).
• Strong telecommunications expertise and ability to solve complex technical problems.
• Experience managing remote teams and driving performance through coaching and KPI management.
• Minimum 3 years of recent leadership experience in a similar environment.

Required skills

• SIM/eSIM activation
• Number porting
• APN configuration
• LTE/4G/5G troubleshooting
• Android device support
• iPhone device support
• Device configuration and connectivity troubleshooting
• 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 quality and team development.