Customer Service

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7erxua

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Service & Technical Support Team Lead based in Italy.

This remote opportunity is designed for an experienced customer support leader with strong technical expertise in telecommunications.
The role focuses on managing remote support teams, improving service quality, and resolving complex customer issues.
You will guide team performance, provide technical coaching, and ensure excellent customer experiences across wireless services.
The position offers the opportunity to work with global clients while applying expertise in mobile technologies and support operations.
You will contribute to operational improvements through KPI management, quality assurance, and process optimization.
This role is ideal for a proactive leader who thrives in fast-paced environments and enjoys developing high-performing teams.

Accountabilities:

The Customer Service & Technical Support Team Lead will oversee remote support operations, provide technical leadership,



and ensure service excellence through team management, quality monitoring, and continuous improvement initiatives.
- 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, cond

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7erxua