Customer Service & Technical Support Team Lead

Responsibilities: Oversee remote customer service and technical support operations, providing leadership and coaching to improve team performance. Act as the primary escalation point for complex wireless service issues while managing operational KPIs and quality assurance.

Requirements: Requires 3+ years of leadership experience supporting major wireless carriers like AT&T, T-Mobile, or Verizon. Must possess strong technical expertise in mobile ecosystems, including eSIM activation, number porting, and connectivity troubleshooting.

Key skills: Team Leadership, Technical Support, Telecommunications, KPI Management, Quality Assurance, Wireless Service Troubleshooting, SIM/eSIM Activation, Number Porting, CRM Platforms, Ticketing Tools, Performance Coaching, Remote Team Management, APN Configuration, LTE/4G/5G Troubleshooting, Customer Experience, Process Optimization

Keywords: Telecommunications, Wireless Carriers, MVNO, SIM, eSIM, APN, LTE, 4G, 5G, Android, iPhone, CRM, Ticketing Systems, KPIs, First Call Resolution, Average Handle Time, Quality Assurance, Workforce Management, Microsoft Office, Google Workspace, Microsoft Teams, Slack, Excel, Google Sheets, Customer Success, Technical Leadership, Remote Operations, Account Provisioning, Billing Support, Mobile Technology