Customer Service & Technical Support Team Lead

Jobgether

Remote

Remote Senior 🇬🇧 English

SIM/eSIM activation Number porting Device configuration APN configuration LTE/4G/5G troubleshooting iPhone support Carrier support systems CRM platforms Ticketing tools

Job description

About the role

This remote position is for a Customer Service & Technical Support Team Lead based in Belgium. You will lead a distributed team of support agents, ensure high‑quality service for wireless customers, and drive continuous improvement across all support processes.

Key responsibilities

Lead, mentor and coach a remote team of customer service and technical support representatives.
Conduct performance reviews, coaching sessions and training to boost individual and team effectiveness.
Monitor productivity, service levels and KPIs such as CSAT, FCR, AHT and schedule adherence.
Act as primary escalation point for complex technical cases and troubleshoot advanced wireless issues.
Handle SIM/eSIM activations, number porting, billing queries, device configuration and connectivity challenges.
Support customers with mobile plans, APN settings, LTE/4G/5G troubleshooting, Android and iPhone assistance, and connected‑device activations.
Review interactions, perform quality evaluations and provide actionable feedback.
Prepare performance reports, recommend action plans and drive process optimisation.
Utilise carrier support systems, CRM platforms and ticketing tools to manage accounts and resolutions.
Identify workflow improvements, update documentation and contribute to the knowledge base.

Required profile

Proven leadership experience in customer service or technical support within the telecommunications sector.
3+ years of recent experience supporting major wireless carriers (AT&T, T‑Mobile, Verizon or MVNOs) in a supervisory role.
Strong technical expertise in mobile technologies and ability to solve complex issues.
Experience managing remote teams and driving performance through KPI management.

Required skills

SIM/eSIM activation
Number porting
Billing system troubleshooting
Device configuration and connectivity troubleshooting
APN configuration
LTE/4G/5G troubleshooting
Android support
iPhone support
Connected‑device activation
Carrier support systems
CRM platforms
Ticketing tools

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Published 2 months ago

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