Customer Service & Technical Support Team Lead

Responsibilities

• Lead, mentor, and support a remote team of Customer Service and Technical Support Representatives
• Conduct regular coaching sessions and monitor team productivity
• Serve as the primary escalation point for complex customer service and technical support issues
• Assist customers with SIM/eSIM activations, number porting, and mobile plan management
• Troubleshoot LTE, 4G, 5G, APN configuration, and mobile device connectivity
• Review customer interactions for quality assurance and compliance
• Monitor KPIs including CSAT, FCR, AHT, and QA scores
• Identify opportunities for process improvement and workflow enhancement

Requirements

• Minimum 3+ years of recent experience supporting AT&T, T-Mobile, Verizon, or an MVNO
• Previous experience in a customer service or technical support leadership role
• Strong knowledge of wireless carrier operations and mobile technologies
• Hands-on experience with SIM/eSIM, number porting, and mobile device troubleshooting
• Excellent written and verbal English communication skills
• Ability to manage multiple priorities in a fast-paced remote environment

Preferred Qualifications

• Experience working with U.S.-based telecommunications companies
• Experience using carrier support systems and internal provisioning tools
• Previous Quality Assurance (QA) experience
• Experience managing remote customer service teams
• Familiarity with CRM and customer support ticketing platforms

Benefits

• Competitive rates
• Weekly payments
• Free training and upskilling
• Constant support and guidance