Customer Service & Technical Support Team Lead

About the role

We are seeking a Customer Service & Technical Support Team Lead to manage a remote support operation for wireless services in Ireland. The role combines leadership of a distributed team with deep technical expertise in mobile telecommunications, ensuring high‑quality customer experiences across SIM/eSIM activation, device configuration and connectivity issues.

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 such as customer satisfaction, first‑call resolution and average handle time.
• Act as the primary escalation point for complex service and technical cases.
• Troubleshoot advanced wireless issues including SIM/eSIM activations, number porting, billing concerns, device configuration, APN settings and LTE/4G/5G connectivity.
• Review customer interactions, perform quality evaluations and provide actionable feedback.
• Prepare performance reports and recommend action plans for operational improvement.
• 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 or MVNOs.
• Proven ability to manage remote teams and drive performance improvements.
• Strong understanding of mobile telecommunications technologies and processes.
• Excellent problem‑solving skills and ability to handle complex technical escalations.

Required skills

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