Customer Service & Technical Support Team Lead
Job Fit Check
Base Career helps you apply smarter for this job.
Key skills for this role
About the Role
Seeking a Customer Service & Technical Support Team Lead to manage remote support teams, improve service quality, and resolve complex telecom issues. Requires 3+ years of wireless carrier support leadership experience.
Key Skills for This Role
Responsibilities
- Lead, mentor, and support a remote team of customer service and technical support representatives
- Conduct coaching sessions, performance reviews, and training activities to improve team effectiveness
- Monitor productivity, service levels, and operational KPIs to ensure performance objectives are achieved
- Act as primary escalation point for complex customer service and technical support cases
- Troubleshoot advanced wireless service issues including SIM/eSIM activations, number porting, billing, device configuration, and connectivity
- Support customers with mobile plans, account changes, APN configuration, LTE/4G/5G troubleshooting, Android and iPhone support
- Review customer interactions, conduct quality evaluations, and provide actionable feedback
- Track key metrics including customer satisfaction, first call resolution, average handle time, quality scores, schedule adherence, and productivity
- Prepare performance reports and recommend action plans to improve team efficiency and customer experience
- Utilize carrier support systems, CRM platforms, and ticketing tools to manage customer accounts and technical resolutions
- Identify workflow improvements, update documentation, and contribute to knowledge base development
- Support onboarding, training, and implementation of new services, products, and operational processes
Requirements
- 3+ years of recent experience supporting major wireless carriers (AT&T, T Mobile, Verizon, or MVNOs) in a customer service or technical support leadership role
- Previous experience leading, supervising, or coaching customer service and technical support teams
- Strong understanding of wireless carrier operations and mobile technology ecosystems
- Hands on experience with SIM/eSIM activation, number porting, mobile plan management, billing support, and account provisioning
- Experience troubleshooting APN configuration, LTE, 4G, 5G connectivity, Android devices, iPhones, GPS trackers, and smartwatches
- Strong analytical, troubleshooting, and problem solving skills
- Excellent written and verbal English communication skills
- Ability to manage multiple priorities in a remote, fast paced environment
- Strong leadership, organization, and team development abilities
- Experience with carrier support systems, CRM platforms, ticketing systems, and reporting tools
Full Job Posting
Role Overview
- This remote opportunity is designed for an experienced customer support leader with strong technical expertise in telecommunications.
- The role focuses on managing remote support teams, improving service quality, and resolving complex customer issues.
- You will guide team performance, provide technical coaching, and ensure excellent customer experiences across wireless services.
Accountabilities
- Lead, mentor, and support a remote team of customer service and technical support representatives.
- Conduct coaching sessions, performance reviews, and training activities to improve individual and team effectiveness.
- Monitor productivity, service levels, and operational KPIs to ensure performance objectives are achieved.
- Act as the primary escalation point for complex customer service and technical support cases.
- Troubleshoot advanced wireless service issues, including SIM/eSIM activations, number porting, billing concerns, device configuration, and connectivity challenges.
- Support customers with mobile plans, account changes, APN configuration, LTE/4G/5G troubleshooting, Android and iPhone support, and connected device activations.
- Review customer interactions, conduct quality evaluations, and provide actionable feedback to improve support standards.
- Track key metrics including customer satisfaction, first call resolution, average handle time, quality scores, schedule adherence, and productivity.
- Prepare performance reports and recommend action plans to improve team efficiency and customer experience.
- Utilize carrier support systems, CRM platforms, and ticketing tools to manage customer accounts and technical resolutions.
- Identify workflow improvements, update documentation, and contribute to knowledge base development.
- Support onboarding, training, and implementation of new services, products, and operational processes.
Requirements
- 3+ years of recent experience supporting major wireless carriers such as AT&T, T Mobile, Verizon, or MVNOs in a customer service or technical support leadership role.
- Previous experience leading, supervising, or coaching customer service and technical support teams.
- Strong understanding of wireless carrier operations and mobile technology ecosystems.
- Hands on experience with SIM/eSIM activation, number porting, mobile plan management, billing support, and account provisioning.
- Experience troubleshooting APN configuration, LTE, 4G, 5G connectivity, Android devices, iPhones, GPS trackers, and smartwatches.
- Strong analytical, troubleshooting, and problem solving skills.
- Excellent written and verbal English communication skills.
- Ability to manage multiple priorities in a remote, fast paced environment.
- Strong leadership, organization, and team development abilities.
- Experience with carrier support systems, CRM platforms, ticketing systems, and reporting tools.
- Previous experience with quality assurance, KPI reporting, workforce management, or remote team operations is preferred.
- Familiarity with Microsoft Office, Google Workspace, Microsoft Teams, Slack, Excel, and Google Sheets is a plus.
Benefits
- Competitive compensation rates.
- Weekly payment schedule.
- Fully remote work opportunity.
- Full time contracted engagement of 40 hours per week.
- Flexible global work environment.
- Access to free training and upskilling opportunities.
- Ongoing support, guidance, and professional community resources.
- Opportunity to work with international clients and gain experience in global support operations.
- Exposure to telecommunications, technical support, customer experience, and operational leadership projects.
Apply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career
More from this employer
More jobs at Jobgether
Google / Meta / TikTok Ads Specialist
Abu Dhabi, UAE
We are looking for a Google / Meta / TikTok Ads Specialist to create, manage, and optimize paid advertising campaigns for international brands. The role requires at least 2 years of experience with Google Ads, Meta Ads M
Application Security - Vulnerability Discovery
Abu Dhabi, UAE
Jobgether is hiring an Application Security Engineer for a partner company to focus on vulnerability discovery and remediation. The role involves triaging vulnerabilities, partnering with engineering teams, and improving
Outbound Sales Development Representative (AEC & Energy Focus)
Abu Dhabi, UAE
This role focuses on generating qualified sales opportunities through outbound cold calling and executive-level engagement in the AEC and Energy industries. The ideal candidate has 4+ years of B2B cold calling experience
Brand Manager
Abu Dhabi, UAE
Hiring a Brand Manager to develop brand strategies, manage campaigns, and strengthen market presence across digital channels. Requires 6+ years of brand management experience and a Bachelor's degree in Marketing or relat
Science Content Writer
Abu Dhabi, UAE
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Science Content Writer based in United Arab Emirates. This fully remote role is designed f
Data Catalog and Data Governance Specialist
Abu Dhabi, UAE
We are looking for a Data Catalog and Data Governance Specialist to build trusted, accessible, and well-managed data foundations. You will develop enterprise data catalog capabilities, strengthen metadata management, and
AI Operations Coordinator (Claude)
Abu Dhabi, UAE
We are seeking an AI Operations Coordinator to drive practical AI adoption and operational transformation. This role combines AI innovation, process improvement, and digital operations, implementing AI-powered workflows
Email Marketing Designer → CRO Designer
Abu Dhabi, UAE
Jobgether is seeking a creative marketing designer to evolve into a conversion-driven designer for eCommerce brands. You will design high-performing email campaigns, landing pages, and A/B test variations, collaborating
Google / Meta / TikTok Ads Specialist
Abu Dhabi, UAE
Application Security - Vulnerability Discovery
Abu Dhabi, UAE
Outbound Sales Development Representative (AEC & Energy Focus)
Abu Dhabi, UAE
Brand Manager
Abu Dhabi, UAE
Science Content Writer
Abu Dhabi, UAE
Data Catalog and Data Governance Specialist
Abu Dhabi, UAE
AI Operations Coordinator (Claude)
Abu Dhabi, UAE
Email Marketing Designer → CRO Designer
Abu Dhabi, UAE