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 in the telecommunications sector. You will drive service quality, coach staff, 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 individual and team effectiveness.
• Monitor productivity, service levels and operational KPIs to meet performance objectives.
• Act as the primary escalation point for complex service and technical cases.
• Troubleshoot advanced wireless issues such as SIM/eSIM activation, number porting, billing, device configuration and connectivity challenges.
• Support customers with mobile plans, APN configuration, LTE/4G/5G troubleshooting, Android and iPhone assistance, and connected‑device activations.
• Review interactions, perform quality evaluations and provide actionable feedback.
• Track metrics like customer satisfaction, first‑call resolution, average handle time and schedule adherence.
• Prepare performance reports and recommend action plans for efficiency and experience improvements.
• Utilise carrier support systems, CRM platforms and ticketing tools to manage accounts and resolutions.

Required profile

• Minimum 3 years of recent experience in a customer service or technical support leadership role for major wireless carriers or MVNOs.
• Proven ability to manage remote teams and drive continuous improvement.
• Strong analytical mindset with experience monitoring KPIs and quality metrics.
• Excellent communication skills and a proactive, problem‑solving attitude.

Required skills

• Telecommunications and wireless service knowledge.
• SIM/eSIM activation and number porting.
• Billing and device configuration.
• APN configuration, LTE/4G/5G troubleshooting.
• Android and iPhone support.
• Connected‑device activation.
• Carrier support systems, CRM platforms and ticketing tools.