Customer Service & Technical Support Team Lead

This is a fully remote position, open to applicants in North America.

📋 Description

• Lead, mentor, and provide support to a remote team of Customer Service and Technical Support Representatives.

• Conduct coaching sessions aimed at enhancing individual and team performance.

• Monitor team productivity to ensure that service level objectives are consistently met.

• Offer real-time assistance for escalated customer issues.

• Cultivate a positive, collaborative, and high-performance team culture.

• Aid in the onboarding and training of new team members.

• Organize and facilitate team meetings, coaching sessions, and performance evaluations.

• Act as the primary escalation point for intricate customer service challenges.

⛳️ Requirements

• At least 3+ years of recent experience providing support for AT&T, T-Mobile, Verizon, or an MVNO in a customer service or technical support leadership capacity.

• Prior experience in leading or supervising customer service and/or technical support teams.

• Comprehensive understanding of wireless carrier operations and mobile technologies.

• Practical experience with: SIM/eSIM activations, number porting, plan activations and modifications, billing support, APN configuration, LTE, 4G, and 5G troubleshooting, as well as Android and iPhone support, GPS tracker, and smartwatch activation.

• Strong analytical, troubleshooting, and problem-solving capabilities.

• Excellent written and verbal communication skills in English.

• Ability to manage multiple priorities in a fast-paced remote setting.

• Strong organizational and leadership skills.

🏝️ Benefits

• Competitive rates

• Weekly payments

• Various open roles are available

• Free training and upskilling

• Constant support and guidance

• A vibrant community always ready to assist you

• And more!