Customer Service Support Manager

Email your resume: nancy.singh@truelancer.com

Form link- https://forms.gle/BQ6zaKCbfkiDgUBF9

🚀 We’re Hiring: Head of Customer Support (Telecommunications Domain – ServiceNow Expertise)

Truelancer is looking for a Senior Telecom Support Leader to contribute to a high-impact AI project for a major US mobile wireless service provider. If you understand telecom support inside-out and can translate real-world operations into scalable AI workflows — this role is built for you.

📌 Project Overview

You will play a key role in reviewing and validating the prompt used to train large AI agents for a nationwide telecom operator serving both B2C and B2B customers.

Your expertise will help ensure that the AI blueprint accurately reflects:

• How telecom customer support truly functions end-to-end
• The operational logic required within ServiceNow
• Realistic customer journeys & escalation paths
• Internally consistent and practical workflows used by telecom support teams

You will also evaluate whether the AI agent can realistically handle the tasks expected in a real support environment.

🔍 Who We’re Looking For

A senior-level telecom support professional who brings:

✔ Deep, hands-on experience in telecom customer support operations

✔ Strong understanding of both B2C and B2B support workflows

✔ Solid working knowledge of ServiceNow (must-have)

✔ Ability to assess, validate, and refine operational processes

✔ Familiarity with call flows, troubleshooting paths, ticketing logic, and escalation frameworks