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8 days ago
Requirements and responsibilities
Overview20four7VA is seeking offshore independent contractors to deliver remote services to clients worldwide, with a primary focus on developed markets such as the United States, the United Kingdom, Canada, and Australia.We are seeking an experienced Customer Service & Technical Support Team Lead to oversee and support a remote customer service and technical support team serving the U.S. telecommunications industry. This role is ideal for a strong leader with recent hands-on experience supporting major wireless carriers such as AT&T, T-Mobile, Verizon, or an MVNO (Mobile Virtual Network Operator).The successful candidate will provide technical guidance, coach team members, monitor quality assurance, manage KPIs, and serve as the primary escalation point for complex customer issues. In addition to leadership responsibilities, the Team Lead should possess in-depth knowledge of wireless carrier operations, including SIM/eSIM activations, number porting, billing, mobile device troubleshooting, and carrier support systems.This is a full-time remote position requiring excellent communication skills, leadership experience, and the ability to thrive in a fast-paced, customer-focused environment.The objective of each engagement is to assist the client in improving business efficiency, enhancing service delivery, or supporting operational functions through high-quality, task-specific services rendered by a qualified contractor.Scope of ServicesContractors will be required to provide services that align with the following client tasks:Team Leadership & OperationsLead, mentor, and support a remote team of Customer Service and Technical Support Representatives.Conduct regular coaching sessions to improve individual and team performance.Monitor team productivity and ensure service level objectives are consistently achieved.Provide real-time support and guidance for escalated customer concerns.Foster a positive, collaborative, and high-performance team culture.Assist with onboarding and training new team members.Schedule and facilitate team meetings, coaching sessions, and performance reviews.Customer Service & Technical SupportServe as the primary escalation point for complex customer service and technical support issues.Assist customers with:SIM and eSIM activationsNumber porting and transfersMobile plan activations, upgrades, and changesBilling inquiries and account adjustmentsAPN configuration and mobile data setupLTE, 4G, and 5G troubleshootingAndroid and iPhone device supportGPS tracker and smartwatch activationsResolve customer issues efficiently while maintaining a high level of customer satisfaction.Ensure compliance with company policies and carrier procedures.Quality Assurance (QA)Review customer interactions for quality and compliance.Conduct regular call monitoring and quality evaluations.Provide constructive coaching and feedback to improve agent performance.Identify recurring issues and implement corrective action plans.Ensure consistent adherence to customer service standards and best practices.Performance ManagementMonitor key performance indicators (KPIs) including:Customer Satisfaction (CSAT)First Call Resolution (FCR)Average Handle Time (AHT)Quality Assurance (QA) ScoresSchedule AdherenceProductivity MetricsAnalyze team performance trends.Develop action plans to improve operational efficiency and service quality.Prepare and present performance reports to leadership.Carrier Systems & Technical OperationsUtilize carrier support systems to troubleshoot customer accounts and technical issues.Assist with account provisioning, service activations, and account maintenance.Support mobile device configuration and connectivity troubleshooting.Ensure proper documentation of customer interactions and resolutions.Stay informed on carrier updates, products, and technical processes.Process ImprovementIdentify opportunities to improve workflows and customer experience.Recommend process enhancements to increase operational efficiency.Assist with updating internal documentation and knowledge base articles.Support implementation of new products, services, and operational initiatives.Each engagement is based on a defined scope of work and is governed by an independent contractor agreement. Services must be performed professionally, with adherence to any timelines, guidelines, and deliverables agreed upon in writing.SkillsThe Contractor must demonstrate proficiency in the following, depending on the Client’s requirements:Minimum 3+ years of recent experience supporting AT&T, T-Mobile, Verizon, or an MVNO in a customer service or technical support leadership role.Previous experience leading or supervising customer service and/or technical support teams.Strong knowledge of wireless carrier operations and mobile technologies.Hands-on experience with:SIM/eSIM activationsNumber portingPlan activations and modificationsBilling supportAPN configurationLTE, 4G, and 5G troubleshootingAndroid and iPhone supportGPS tracker and smartwatch activationStrong analytical, troubleshooting, and problem-solving skills.Excellent written and verbal English communication skills.Ability to manage multiple priorities in a fast-paced remote environment.Strong organizational and leadership abilities.PREFERRED QUALIFICATIONSExperience working with U.S.-based telecommunications companies.Experience using carrier support systems and internal provisioning tools.Previous Quality Assurance (QA) experience.Experience conducting agent coaching and performance evaluations.Experience managing remote customer service teams.Knowledge of workforce management and scheduling practices.Experience creating performance reports and KPI dashboards.Familiarity with CRM and customer support ticketing platforms.Experience supporting Mobile Virtual Network Operators (MVNOs).APPLICATION SOFTWARE KNOWLEDGE / REQUIRED TOOLSCategoryTools / PlatformsCarrier SystemsAT&T, Verizon, T-Mobile, MVNO Support SystemsCRMClient-Provided CRMCustomer SupportCarrier Support Platforms, Ticketing SystemsProductivityMicrosoft Office, Google WorkspaceCommunicationPhone, Email, Microsoft Teams, SlackReportingMicrosoft Excel, Google SheetsQuality AssuranceQA Monitoring Tools (Client-Provided)Work ScheduleContracted Hours per Week: 40 HoursScheduled Working Days: Monday through Friday (unless otherwise mutually agreed in writing)Daily Working Time: TBDTerms of EngagementContractors will operate under a Master Services Agreement and a Statement of WorkThis is not an offer of employment; contractors are not employees of 20four7VA or any clientAll compensation is processed through 20four7VA according to the terms of the engagementWhat we offerCompetitive ratesWeekly paymentsVarious open roles are availableFree training and upskillingConstant support and guidanceA vibrant community always ready to support youAnd more!