Customer Service & Technical Support Team Lead
New
2
20four7VATelecommunications
Worldwide, Availability may vary based on time zones; reasonable efforts to align with client hours.ContractSenior
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- Minimum 3+ years
- Required Skills
- Customer serviceMicrosoft OfficeQuality AssuranceTechnical supportCRMGoogle Workspace
Requirements
- Minimum 3+ years of recent experience in a customer service or technical support leadership role supporting AT&T, T-Mobile, Verizon, or an MVNO.
- Proven experience leading or supervising remote customer service or technical support teams.
- Strong knowledge of wireless carrier operations, including SIM/eSIM, number porting, billing, and mobile device support.
- Hands-on technical experience with LTE, 4G, 5G troubleshooting, and APN configuration.
- Excellent written and verbal English communication skills (Level A-B).
- Proficiency with Microsoft Office, Google Workspace, and CRM/ticketing platforms.
- Strong analytical, problem-solving, and organizational skills.
- Experience with QA monitoring, agent coaching, and KPI dashboard reporting is preferred.
- Ability to manage multiple priorities in a fast-paced remote environment.
- Available for a full-time commitment of 40 hours per week.
Responsibilities
- Lead, mentor, and support a remote team of Customer Service and Technical Support Representatives.
- Conduct regular coaching sessions and performance reviews to improve team performance.
- Monitor team productivity, ensure service level objectives are met, and manage KPIs such as CSAT, FCR, and AHT.
- Serve as the primary escalation point for complex technical and customer service issues.
- Perform quality assurance by reviewing interactions and conducting call monitoring.
- Assist with account provisioning, SIM/eSIM activations, number porting, and device troubleshooting.
- Analyze performance trends and develop action plans to improve operational efficiency.
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