Netherlands
1 day ago
Customer Service & Technical Support Team Lead
Jobgether
Netherlands
1 day ago
Customer Service & Technical Support Team Lead
Customer Service & Technical Support Team Lead needed for a remote role in the Netherlands. The position involves managing remote support teams, improving service quality, and resolving complex customer issues in telecommunications. Requires 3+ years of experience with major wireless carriers and strong leadership skills.
RemoteFull-timeMid LevelCustomer ServiceTechnical Support
Customer Service & Technical Support Team Lead
Customer Service & Technical Support Team Lead needed for a remote role in the Netherlands. The position involves managing remote support teams, improving service quality, and resolving complex customer issues in telecommunications. Requires 3+ years of experience with major wireless carriers and strong leadership skills.
RemoteFull-timeMid LevelCustomer Service
Salary
Not specified
Core Qualifications
Technical (Must-have)
Customer ServiceTechnical SupportTeam LeadershipTelecommunicationsWireless CarriersSIM/eSIM ActivationNumber PortingMobile Plan ManagementBilling SupportAPN ConfigurationLTE4G5GAndroidiPhone
Soft Skills
LeadershipMentoringCommunicationProblem-solvingAnalyticalOrganizationTeam DevelopmentProactive
Preferred Qualifications
Technical (Nice-to-have)
Quality AssuranceKPI ReportingWorkforce ManagementRemote Team OperationsMicrosoft OfficeGoogle WorkspaceMicrosoft TeamsSlackExcelGoogle Sheets
Key Responsibilities
- 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.
Customer ServiceTechnical SupportTeam LeadTelecommunicationsWirelessRemoteFull-timeNetherlandsSupport OperationsLeadership