Customer Service & Technical Support Team Lead
New
J
JobgetherTelecommunications
Based in IndiaFull-TimeLead
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 3+ years
- Required Skills
- LeadershipQuality AssuranceTeam managementTechnical supportCRM
Requirements
- 3+ years of recent experience supporting major wireless carriers (e.g., AT&T, T-Mobile, Verizon) or MVNOs in a leadership role.
- Proven experience leading, supervising, or coaching customer service and technical support teams.
- Strong understanding of wireless carrier operations and mobile technology ecosystems.
- Hands-on experience with SIM/eSIM activation, number porting, and mobile plan management.
- Experience troubleshooting APN configuration, LTE/4G/5G, Android devices, iPhones, GPS trackers, and smartwatches.
- Excellent written and verbal English communication skills.
- Ability to manage multiple priorities in a remote, fast-paced environment.
- Experience with carrier support systems, CRM platforms, and ticketing systems.
- Familiarity with Microsoft Office, Google Workspace, Microsoft Teams, and Slack.
Responsibilities
- Lead, mentor, and support a remote team of customer service and technical support representatives.
- Conduct coaching sessions, performance reviews, and training activities to improve individual and team effectiveness.
- Monitor productivity, service levels, and operational KPIs to ensure performance objectives are achieved.
- Act as the primary escalation point for complex customer service and technical support cases.
- Troubleshoot advanced wireless service issues, including SIM/eSIM activations, number porting, billing, and connectivity.
- Review customer interactions, conduct quality evaluations, and provide actionable feedback to improve support standards.
- Prepare performance reports and recommend action plans to improve team efficiency and customer experience.
- Identify workflow improvements, update documentation, and contribute to knowledge base development.
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