Lead, SMB Business Care

T-Mobile•Las Vegas, NV

6d•$43,697 - $78,826

About The Position

The Lead, SMB Business Care is an individual contributor role that supports frontline Experts by enabling consistent execution in a commercially driven SMB support environment. This role provides real-time assistance, workload coordination, and routine escalation support for Small and Medium Business customers whose interactions directly influence quota attainment, churn reduction, and net account growth. The SMB Business Care Lead acts as a force multiplier for the team by reinforcing service and selling standards, supporting execution across customer and sales-aligned activities, and ensuring frontline readiness. This role partners closely with the SMB Business Care Manager but does not hold people leadership authority.

Requirements

High School Diploma/GED (Required)
2-4 years Demonstrated success in a customer facing or sales-adjacent role (Required)
Sales & Quota Awareness: Demonstrates a strong understanding of SMB sales motions and quota-driven environments to support frontline execution. (Required)
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 Sales team, Ent and Gov Support leadership and 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)
Strategic Thinking Adapt quickly and effectively to the unpredictable and varying requests that arise while supporting multiple tasks. (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)
At least 18 years of age
Legally authorized to work in the United States

Nice To Haves

Less than 2 years Project Management (Preferred)
Less than 2 years Prior call center experience (Preferred)
1+ years of comfort operating in quota-influenced environments (Preferred)

Responsibilities

Provide in-the-moment support to frontline Experts during live customer interactions to ensure accurate, efficient resolution.
Assist with consultative selling behaviors aligned to SMB growth motions, helping Experts position solutions appropriately.
Serve as a resource for process, policy, and system guidance to reduce friction and maintain execution quality.
Assist with balancing workload across calls, follow-ups, and sales-adjacent activities based on priorities set by the Manager.
Support coordination of customer projects, account maintenance, and follow-through to ensure timely completion.
Identify capacity constraints or execution risks and elevate insights to the Manager to support informed adjustments.
Address routine customer issues and escalations within established guidelines and guardrails.
De-escalate situations effectively while protecting customer trust and revenue opportunities.
Escalate complex, high-impact, or precedent-setting issues to the Manager to ensure appropriate decision-making and risk ownership.
Conduct call listening and side-by-side support to reinforce quality, efficiency, and sales-aligned behaviors.
Provide informal, in-the-moment feedback focused on skill application and consistency.
Support onboarding and adoption of new SMB offerings, tools, or processes as directed by the Manager.
Participate in quality reviews and calibration activities to support consistent execution across the team.
Identify trends or recurring issues impacting customer experience or sales outcomes.
Share insights with leadership to support continuous improvement and execution effectiveness.