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 across the United Arab Emirates and global clients. The role combines people management with deep technical expertise in mobile telecommunications.

Key responsibilities

• Lead, mentor and coach a remote team of customer service and technical support representatives.
• Conduct performance reviews, training sessions and continuous improvement activities.
• Monitor productivity, service levels and KPIs such as CSAT, FCR, AHT and schedule adherence.
• Act as primary escalation point for complex technical issues.
• Troubleshoot advanced wireless problems including SIM/eSIM activation, number porting, billing, device configuration and connectivity.
• Review customer interactions, perform quality evaluations and provide actionable feedback.
• Prepare performance reports and recommend process enhancements.
• 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 lead role for major wireless carriers (AT&T, T‑Mobile, Verizon, MVNOs).
• Proven ability to manage remote teams and drive performance improvements.
• Strong knowledge of mobile technologies, wireless services and support operations.

Required skills

• SIM/eSIM activation and number porting
• Billing and account management
• Device configuration and connectivity troubleshooting
• APN configuration, LTE/4G/5G troubleshooting
• Android and iPhone support
• Connected device activation
• Carrier support systems
• CRM platforms
• Ticketing tools