Lead, Business Tech Support

At T-Mobile, we invest in YOU!  Our Total Rewards Package ensures that employees get the same big love we give our customers.  All team members receive a competitive base salary and compensation package - this is Total Rewards. Employees enjoy multiple wealth-building opportunities through our annual stock grant, employee stock purchase plan, 401(k), and access to free, year-round money coaches. That’s how we’re UNSTOPPABLE for our employees!

Job Overview
The Lead, Technical Support Business is an individual contributor role that supports frontline Technical Specialists by enabling effective execution in a high-availability technical support environment. This role provides real-time technical assistance, workload coordination, and routine escalation support to ensure timely, accurate resolution of connectivity and service-impacting issues for business customers.

The Lead acts as a force multiplier by reinforcing technical standards, supporting inbound troubleshooting execution, and maintaining operational stability during periods of increased volume or urgency. This role partners closely with the Technical Support Business Manager but does not hold people leadership authority. Success is measured by execution quality, frontline readiness, and the ability to support consistent, first-line technical resolution.

Job Responsibilities:

• Provide in-the-moment technical assistance to Technical Specialists during live troubleshooting and routine incident resolution. Serve as a subject matter resource for systems, tools, processes, and technical workflows. Support Specialists in navigating complex technical scenarios while reinforcing expected practices and standards.
• Address routine technical escalations within defined guidelines and escalation paths. Support issue resolution while protecting service quality, consistency, and customer experience. Escalate complex, high-risk, or precedent-setting incidents to the Technical Support Business Manager to ensure appropriate decision-making and risk ownership.
• Conduct side-by-side support and observation to reinforce technical standards, troubleshooting approaches, and accuracy. Provide informal, in-the-moment feedback focused on skill application and execution quality. Support onboarding and adoption of new systems, tools, or processes as directed by the Manager.
• Participate in quality reviews and post-incident analysis activities to support consistent execution. Identify recurring technical issues, trends, or improvement opportunities impacting service reliability. Share insights with leadership to support continuous improvement and risk mitigation efforts.

Education and Work Experience:

• High School Diploma/GED (Required)
• 1+ years of customer service experience in a technical environment   (Required)

Skills:

• Team Leadership Decision making and problem-solving skills; ability to work well and quickly under pressure  (Required)
• Organizational Effectiveness Ability to thrive in a lively working environment and multi-task. Self-starter with independent ability to meet strong deadlines with detail and effectiveness  (Required)
• Cross Functional Relationships Work closely with internal teams and leaders as well as support experts to ensure account health and customer satisfaction  (Required)
• Communication Demonstrates clear, professional communication when interacting with frontline team members, peers, and people leaders.  (Required)
• Task Management Effectively move between team member support, leadership support and workload management duties throughout the day. (Required)
• Problem Solving Ability to fully understand and resolve a variety of problems quickly and effectively.   (Required)
• T-Mobile Tools & System Knowledge Maintain up to date knowledge and awareness of all current departmental policies and procedures. Completes training requirements to stay current on existing and new systems and products, to grow skills, and to maintain proficiency on company values and organizational requirements.  (Required)
• Conflict Resolution Expertise in de-escalating customers; conflict resolution skills  (Required)
• Microsoft Office Demonstrated competency in a Windows-based environment, keyboarding and internet skills  (Required)
• Time & Attendance Ability to work varied shifts as assigned. This job requires reliable, predictable, and consistent attendance (Required)

• At least 18 years of age
• Legally authorized to work in the United States

Travel:
Travel Required (Yes/No): No

DOT Regulated:
DOT Regulated Position (Yes/No): No
Safety Sensitive Position (Yes/No): No

Total Target Cash Earnings Opportunity: $54,660 - $98,567

National Base Pay Range: $23.89 - $43.08

The Total Target Cash Earnings Opportunity represents the expected total cash compensation for this role at target performance, combining base salary and annual incentive opportunity. Actual earnings may be higher or lower depending on individual performance and overall company results. 

The base pay range reflects the compensation component of this opportunity. The candidate’s actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay will vary within this range. To find the pay range for this role based on hiring location, https://paylookup.t-mobile.com/paylookup?reqID=REQ380507&paradox=1

At T-Mobile, employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role. Corporate employees are eligible for a year-end bonus based on individual and/or company performance and which is set at a percentage of the employee’s eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance. The incentive component included in the Total Target Cash Earnings Opportunity reflects target performance. Actual earnings included in the Total Target Cash Earnings Opportunity reflect target performance; actual payouts may vary. 

At T-Mobile, our benefits exemplify the spirit of One Team, Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases, offering medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to 12 paid holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - paid parental and family leave, family building benefits, back-up care, enhanced family support, childcare subsidy, tuition assistance, college coaching, short- and long-term disability, voluntary AD&D coverage, voluntary accident coverage, voluntary life insurance, voluntary disability insurance, and voluntary long-term care insurance. We don't stop there - eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs! To learn about T-Mobile’s amazing benefits, check out www.t-mobilebenefits.com.

Never stop growing!

 

As part of the T-Mobile team, you know the Un-carrier doesn’t have a corporate ladder–it’s more like a jungle gym of possibilities! We love helping our employees grow in their careers, because it’s that shared drive to aim high that drives our business and our culture forward. By applying for this career opportunity, you’re living our values while investing in your career growth–and we applaud it. You’re unstoppable!

 

T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, genetic information, national origin, religious affiliation, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.

 

Talent comes in all forms at the Un-carrier. If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process, please let us know by emailing [email protected] or calling 1-844-873-9500. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation related requests.