Customer Service & Technical Support Team Lead

About the role

This remote position is for an experienced leader who will manage a distributed customer service and technical support team serving wireless customers in Mexico. You will combine strong telecommunications knowledge with people‑management skills to ensure high‑quality service and rapid resolution of complex issues.

Key responsibilities

• Lead, coach, and mentor a remote team of customer service and technical support representatives.
• Conduct performance reviews, training sessions, and regular coaching to improve team effectiveness.
• Monitor productivity, service levels, and KPIs such as CSAT, first‑call resolution, and average handle time.
• Act as the primary escalation point for advanced technical cases.
• Troubleshoot wireless service problems including SIM/eSIM activation, number porting, billing, device configuration, APN settings, and LTE/4G/5G connectivity.
• Review customer interactions, perform quality evaluations, and provide actionable feedback.
• Prepare performance reports and recommend process improvements.
• Utilize carrier support systems, CRM platforms, and ticketing tools to manage accounts and resolutions.

Required profile

• Minimum 3 years of recent experience in a customer service or technical support leadership role for major wireless carriers (e.g., AT&T, T‑Mobile, Verizon, MVNOs).
• Proven ability to manage remote teams in a fast‑paced environment.
• Strong analytical mindset with a focus on continuous improvement.
• Excellent communication skills in English.

Required skills

• SIM/eSIM activation
• Number porting
• Billing system troubleshooting
• Device configuration
• Connectivity troubleshooting (LTE/4G/5G)
• APN configuration
• Android support
• iPhone support
• Connected device activation
• Carrier support systems
• CRM platforms
• Ticketing tools