Lead, SMB Business Care

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, 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. Job 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. Education and Work Experience: High School Diploma/GED (Required) 2-4 years Demonstrated success in a customer facing or sales-adjacent role (Required) 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) Knowledge, Skills and Abilities: 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 Travel: Travel Required (Yes/No): No DOT Regulated: DOT Regulated Position (Yes/No): No Safety Sensitive Position (Yes/No): No Total Target Cash Pay Range: $54,621 - $98,532, inclusive of target incentives Base Pay Range: $43,697 - $78,826 The pay range above is the general base pay range for a successful candidate in this 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. To find the pay range for this role based on hiring location, At T-Mobile, employees in regular, non-temporary Retail and Business Sales roles are eligible for monthly or quarterly sales incentives. 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 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 View email address on click.appcast.io or calling View phone number on click.appcast.io. 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. About T-Mobile: T-Mobile US, Inc. (NASDAQ: TMUS), headquartered in Bellevue, Washington, is America’s supercharged Un-carrier, connecting millions through its strong nationwide network and flagship brands, T-Mobile and Metro by T-Mobile. Customers benefit from an unmatched combination of value, quality, and exceptional service experience. About TMUS Global Solutions: TMUS Global Solutions is a world-class technology powerhouse accelerating the company’s global digital transformation. With a culture built on growth, inclusivity, and global collaboration, the teams here drive innovation at scale, powered by bold thinking. TMUS India Private Limited operates as TMUS Global Solutions. We take equal opportunity seriously—by choice. We are 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 applicable 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. We are committed to maintaining your trust by respecting and protecting your privacy. For more information about how T-Mobile processes the personal data of job applicants, employees, and other personnel, please visit our U.S. Workforce Privacy Notice or our International Personnel Privacy Notice.