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Title: CPT-11272 Customer Service & Technical Support Team Lead
Independent Contractor – CPT-11272 Customer Service & Technical Support Team Lead/Business Support VA/Senior-Advanced Level (Remote).
Overview
20four7VA 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 Services
Contractors will be required to provide services that align with the following client tasks:
Team Leadership & Operations
- Lead, 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 Support
- Serve as the primary escalation point for complex customer service and technical support issues.
- Assist customers with:
- SIM and eSIM activations
- Number porting and transfers
- Mobile plan activations, upgrades, and changes
- Billing inquiries and account adjustments
- APN configuration and mobile data setup
- LTE, 4G, and 5G troubleshooting
- Android and iPhone device support
- GPS tracker and smartwatch activations
- Resolve 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 Management
- Monitor key performance indicators (KPIs) including:
- Customer Satisfaction (CSAT)
- First Call Resolution (FCR)
- Average Handle Time (AHT)
- Quality Assurance (QA) Scores
- Schedule Adherence
- Productivity Metrics
- Analyze team performance trends.
- Develop action plans to improve operational efficiency and service quality.
- Prepare and present performance reports to leadership.
Carrier Systems & Technical Operations
- Utilize 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 Improvement
- Identify 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.
Skills
The 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 activations
- Number porting
- Plan activations and modifications
- Billing support
- APN configuration
- LTE, 4G, and 5G troubleshooting
- Android and iPhone support
- GPS tracker and smartwatch activation
- Strong 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 QUALIFICATIONS
- Experience 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 TOOLS
Category | Tools / Platforms |
Carrier Systems | AT&T, Verizon, T-Mobile, MVNO Support Systems |
CRM | Client-Provided CRM |
Customer Support | Carrier Support Platforms, Ticketing Systems |
Productivity | Microsoft Office, Google Workspace |
Communication | Phone, Email, Microsoft Teams, Slack |
Reporting | Microsoft Excel, Google Sheets |
Quality Assurance | QA Monitoring Tools (Client-Provided) |
Work Schedule
- Contracted Hours per Week: 40 Hours
- Scheduled Working Days: Monday through Friday (unless otherwise mutually agreed in writing)
- Daily Working Time: TBD
Note: The Company will make reasonable efforts to align the Assigned VA’s schedule with the Client’s preferred hours as set forth above. However, availability may vary based on time zones, capacity, and the contracted hours set in this SOW. Any changes must be mutually agreed to in writing through a revised SOW.
Terms of Engagement
- Contractors will operate under a Master Services Agreement and a Statement of Work
- This is not an offer of employment; contractors are not employees of 20four7VA or any client
- All compensation is processed through 20four7VA according to the terms of the engagement
Role Summary & Requirements
- REQUIRED SERVICE: Business Support VA
- REQUESTED EXPERIENCE TIER LEVEL: Senior and Advanced Level
- Contracted Hours per Week: 40 hours/week
- Daily Working Time: TBD
- Scheduled Working Days: Monday-Friday
- REPORTING TO/POC: To Be Determined
- Number of VAs: 1
- GENDER PREFERENCE: None
- LANGUAGES SPOKEN/PREFERENCE: English
- ACCENT PREFERENCE: Level A-B (Excellent Spoken and Written English Required)
- REGION PREFERENCES: Any
What we offer
- Competitive rates
- Weekly payments
- Various open roles are available
- Free training and upskilling
- Constant support and guidance
- A vibrant community always ready to support you
- And more!
