Lead, Business 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, Business Support is an individual contributor role that supports internal T-Mobile for Business teams by enabling effective execution across complex sales support and order operations. This role provides real-time operational assistance, workload coordination, and routine escalation support to help resolve order fallout, fulfillment issues, billing discrepancies, and transaction exceptions.

The Business Support Lead acts as a force multiplier for the team by reinforcing operational standards, supporting high-priority work during peak business periods, and helping maintain consistency across shifting demands. This role partners closely with the Business Support Manager and cross-functional partners but does not hold people leadership authority. Success is measured by execution quality, responsiveness to internal partners, and the ability to support timely, accurate resolution of complex operational issues.

Job Responsibilities:

• Provide in-the-moment support to Business Sales Support Specialists handling complex order and transaction issues. Serve as a subject-matter resource for order processes, systems, and internal workflows to reduce friction and rework. Reinforce established practices and documentation to support accurate and efficient resolution.
• Assist with monitoring and balancing workload across incoming requests from Sales, Care, and partner teams based on priorities set by the Manager. Support coordination of order fallout resolution, fulfillment follow-ups, billing corrections, and special requests. Identify capacity constraints or execution risks and elevate insights to the Manager to support timely adjustments.
• Address routine operational escalations within defined guidelines and escalation paths. Support issue resolution while protecting internal partner trust and critical business timelines. Escalate complex, high-risk, or precedent-setting issues to the Business Support Manager for final decision-making and risk ownership.
• Participate in quality reviews and process calibration activities to support consistent execution across the team. Identify trends or recurring issues related to order fallout, processing errors, or fulfillment breakdowns. Share insights with leadership to support continuous improvement and operational stability.
• Partner with Sales, Dedicated Experts, Support Experts, and operational teams to support shared priorities and resolve issues efficiently. Reinforce Manager-led messaging related to priorities, process updates, and expectations. Support special projects or operational workstreams as business needs evolve.

Education and Work Experience:

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

Knowledge, Skills and Abilities:

• Communication Strong oral and written communication skills. Ability to communicate with all levels of leadership across internal sales and support teams as well as external customers. (Required)
• Organization Effective time management & organization skills (Required)
• Problem Solving Advanced decision making & problem solving skills. Ability to handle unique and challenging scenarios for large accounts. (Required)
• Windows Demonstrated competency in a Windows-based environment, keyboarding and internet skills (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 Proficient in de-escalating customers; conflict resolution skills (Required)
• MS Office Suite Demonstrated competency in a Windows-based environment, keyboarding and internet skills (Required)
• Strategic Thinking Adapt quickly and effectively to the unpredictable and varying requests that arise while supporting multiple tasks. (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
 

Base Pay Range: $23.53 - $42.45

Corporate Bonus Target: 10%

The pay range above is the general base pay range for a successful candidate in the role. The successful 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.

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. Most Corporate employees are eligible for a year-end bonus based on company and/or individual 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. To find the pay range for this role based on hiring location, https://paylookup.t-mobile.com/paylookup?reqID=REQ367950¶dox=1

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, 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.