Customer Service & Technical Support Team Lead

Accountabilities:

• Lead, mentor, and support a remote team of customer service and technical support representatives, conducting coaching sessions and performance reviews.
• Act as the primary escalation point for complex technical issues, including SIM/eSIM activations, number porting, and device configuration.
• Monitor KPIs, conduct quality evaluations, and prepare performance reports to drive continuous improvement in customer experience.

Requirements:

• 3+ years of experience leading customer service and technical support teams for major wireless carriers like AT&T, T-Mobile, or Verizon.
• Hands-on expertise in SIM/eSIM activations, number porting, mobile plan management, and troubleshooting APN, LTE, 4G, and 5G connectivity.
• Strong analytical and problem-solving skills, with proficiency in CRM platforms, ticketing systems, and reporting tools.

Benefits:

• Fully remote work opportunity with a flexible global work environment and a full-time commitment of 40 hours per week.
• Access to free training and upskilling opportunities to enhance your professional development.
• Opportunity to work with international clients and gain exposure to global support operations and telecommunications leadership.