Customer Service & Technical Support Team Lead

About the role

This remote position, based in France, is designed for an experienced leader who will manage a distributed customer service and technical support team. You will drive service quality, resolve complex telecommunications issues, and ensure excellent customer experiences across wireless services.

Key responsibilities

• Lead, mentor and support 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 to meet performance objectives.
• Act as the primary escalation point for advanced wireless service cases, including SIM/eSIM activations, number porting, billing, device configuration and connectivity challenges.
• Review customer interactions, perform quality evaluations and provide actionable feedback.
• Track metrics such as customer satisfaction, first‑call resolution, average handle time and schedule adherence.
• Prepare performance reports and recommend actions to enhance efficiency and customer experience.
• Utilize carrier support systems, CRM platforms and ticketing tools to manage accounts and technical resolutions.
• Identify workflow improvements, update documentation and contribute to knowledge‑base development.

Required profile

• Minimum 3 years of recent experience supporting major wireless carriers (e.g., AT&T, T‑Mobile, Verizon, MVNOs) in a customer service or technical support leadership role.
• Proven ability to manage remote teams and drive continuous improvement.
• Strong telecommunications technical expertise and problem‑solving skills.
• Proactive, results‑oriented attitude and ability to thrive in a fast‑paced environment.

Required skills

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

What we offer

• Opportunity to work with global clients in the telecommunications sector.
• Exposure to cutting‑edge mobile technologies and support operations.
• Fully remote work arrangement with flexibility.
• Involvement in operational improvements through KPI management and process optimisation.