Customer Service & Technical Support Team Lead

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Service & Technical Support Team Lead based in Mexico.

This remote opportunity is designed for an experienced customer support leader with strong technical expertise in telecommunications. The role focuses on managing remote support teams, improving service quality, and resolving complex customer issues. You will guide team performance, provide technical coaching, and ensure excellent customer experiences across wireless services. The position offers the opportunity to work with global clients while applying expertise in mobile technologies and support operations. You will contribute to operational improvements through KPI management, quality assurance, and process optimization. This role is ideal for a proactive leader who thrives in fast-paced environments and enjoys developing high-performing teams.

Accountabilities:: The Customer Service & Technical Support Team Lead will oversee remote support operations, provide technical leadership, and ensure service excellence through team management, quality monitoring, and continuous improvement initiatives.

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:

The ideal candidate will have strong customer support leadership experience, telecommunications expertise, and the ability to manage remote teams while solving complex technical challenges.

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.

Benefits:

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.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether?    Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.     #LI-CL1