Customer Service & Technical Support Team Lead

About the role

The Customer Service & Technical Support Team Lead will oversee remote support operations for a telecommunications partner in Saudi Arabia. This role combines leadership of a distributed team with deep technical expertise to ensure high‑quality service for wireless customers worldwide.

Key responsibilities

• Lead, mentor and manage a remote team of customer service and technical support representatives.
• Conduct coaching sessions, performance reviews and training to improve individual and team effectiveness.
• Monitor productivity, service levels and operational KPIs such as CSAT, FCR and AHT.
• Act as primary escalation point for complex cases and troubleshoot advanced wireless issues.
• Review customer interactions, perform quality evaluations and provide actionable feedback.
• Prepare performance reports and recommend actions to boost efficiency and customer experience.
• Utilize carrier support systems, CRM platforms and ticketing tools to manage accounts and resolutions.
• Identify workflow improvements, update documentation and contribute to knowledge‑base development.

Required profile

• Minimum 3 years recent experience supporting major wireless carriers (e.g., AT&T, T‑Mobile, Verizon, MVNOs).
• Proven experience leading remote customer service or technical support teams.
• Strong understanding of mobile technologies, wireless services and telecom processes.
• Ability to analyze metrics, drive continuous improvement and manage escalations.

Required skills

• SIM/eSIM activation and number porting
• APN configuration
• LTE/4G/5G troubleshooting
• Android and iPhone device support
• Connected‑device activation
• CRM platforms
• Ticketing tools