About the company
This position is listed on behalf of a partner company, who manages all applications and next steps.
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 concerns, device configuration, and connectivity challenges.
- Support customers with mobile plans, account changes, APN configuration, LTE/4G/5G troubleshooting, Android and iPhone support, and connected device activations.
- Review customer interactions, conduct quality evaluations, and provide actionable feedback to improve support standards.
- Track key metrics including customer satisfaction, first call resolution, average handle time, quality scores, schedule adherence, and productivity.
- Prepare performance reports and recommend action plans to improve team efficiency and customer experience.
- Utilize carrier support systems, CRM platforms, and ticketing tools to manage customer accounts and technical resolutions.
- Identify workflow improvements, update documentation, and contribute to knowledge base development.
- Support onboarding, training, and implementation of new services, products, and operational processes.
Requirements
- 3+ years of recent experience supporting major wireless carriers such as AT&T, T-Mobile, Verizon, or MVNOs in a customer service or technical support leadership role.
- Previous 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, mobile plan management, billing support, and account provisioning.
- Experience troubleshooting APN configuration, LTE, 4G, 5G connectivity, Android devices, iPhones, GPS trackers, and smartwatches.
- Strong analytical, troubleshooting, and problem-solving skills.
- Excellent written and verbal English communication skills.
- Ability to manage multiple priorities in a remote, fast-paced environment.
- Strong leadership, organization, and team development abilities.
- Experience with carrier support systems, CRM platforms, ticketing systems, and reporting tools.
- Previous experience with quality assurance, KPI reporting, workforce management, or remote team operations is preferred.
- Familiarity with Microsoft Office, Google Workspace, Microsoft Teams, Slack, Excel, and Google Sheets is a plus.
Conditions
- Competitive compensation rates.
- Weekly payment schedule.
- Fully remote work opportunity.
- Full-time contracted engagement of 40 hours per week.
- Flexible global work environment.
- Access to free training and upskilling opportunities.
- Ongoing support, guidance, and professional community resources.
- Opportunity to work with international clients and gain experience in global support operations.
- Exposure to telecommunications, technical support, customer experience, and operational leadership projects.