Manager I, Realtime Support and Analytics jobs in United States
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Boost Mobile ยท 2 hours ago

Manager I, Realtime Support and Analytics

positionChristiansburg, VA
timeFull-time
remoteOnsite
seniorityMid, Senior Level
money$72K/yr - $80K/yr
date5+ years exp

Boost Mobile is part of EchoStar, which is reimagining the future of connectivity through various services. The Manager I, Realtime Support and Analytics will lead a technical support team, ensuring high performance and quality standards while handling escalated customer issues and driving data-informed decisions.

ElectronicsMobileTelecommunications
badNo H1Bnote

Responsibilities

Lead, mentor, and manage a team of Level 2 Advanced Technical Support Specialists, including performance reviews and development
Monitor team performance, identify trends, and implement corrective actions to meet SLOs and quality standards
Handle escalated customer issues and support team members with complex technical problems
Develop and deliver training programs to enhance technical skills and knowledge
Use data analysis tools (SQL, APIs) to assess performance, identify improvements, and drive data-informed decisions
Collaborate cross-functionally to enhance customer service processes and stay current on industry trends and technologies

Qualification

Wireless Systems expertiseSQLTechnical Support ManagementAPIsData analysis toolsAnalytical skillsLeadership skillsCommunication skillsProblem-solving skills

Required

5+ years of experience in a Customer Support role, preferably in the wireless industry
3+ years of experience in a supervisory or management role in Customer Support
Domain expertise in Wireless Systems, networks and devices
Experience in using IT systems, Tools and Vendor Portals to correlate and troubleshoot the underlying issues
Experience in working with IT groups to drive resolution on the issues
Experience in running APIs in tools like Postman
Experience in executing pre-defined scripts to resolve Customer issues
Solid written and verbal communication skills and the ability to articulate technical issues in terms of Customer behaviour
Be available to work onsite out of our Christiansburg, VA office
Be available to work on shifts and flexible hours (as per defined schedules) up to a maximum of 40 hours per week
Strong leadership, mentoring, and coaching skills
Excellent communication and interpersonal skills, both written and verbal
Strong analytical and problem-solving skills
Ability to work independently and as part of a larger group

Preferred

Bachelor's degree in Information Technology, Business Administration, or a related field preferred
Experience in running SQL queries, Snowflake experience preferred

Benefits

Versatile health perks
Flexible spending accounts
HSA
A 401(k) Plan with company match
ESPP
Career opportunities
A flexible time away plan

Company

Boost Mobile

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Boost Mobile offers wireless phones and services with no long-term contracts.
dateFounded in 2000
location
Irvine, California, USA
people-size501-1000 employees
web-link
http://www.boostmobile.com/

Funding

Current Stage
Late Stage
Total Funding
unknown
2020-07-01Acquired

Leadership Team

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Brian Lee (Beezy B)
Boost Mobile Partner
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Waleed Orabi
Business Partner
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Recent News

News is my Business
Boost customers have until Dec. 31 to transfer to Liberty
2025-12-20
News is my Business
Liberty adds 47 Boost retailers as part of expansion
2025-11-12
Phone Arena
SpaceX buys more spectrum from EchoStar as speculation mounts about Musk disrupting wireless
2025-11-08
Company data provided by crunchbase