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 team effectiveness.
• Monitor productivity, service levels and KPIs such as CSAT, first‑call resolution and average handle time.
• Act as the primary escalation point for advanced technical cases.
• Troubleshoot wireless service issues including SIM/eSIM activation, number porting, APN configuration and LTE/4G/5G connectivity.
• Support mobile plan changes, device configuration, Android and iPhone troubleshooting, and connected‑device activations.
• Review customer interactions, perform quality evaluations and provide actionable feedback.
• Prepare performance reports and recommend process improvements.

Required profile

• Minimum 3 years of recent experience in a leadership role supporting 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 focus on KPI management and continuous improvement.
• Excellent communication skills in English.

Required skills

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