Senior AppleCare Advisor – Work from Home & Lead Support Teams

Job Summary

Apple Inc. is looking for an experienced and customer-focused Senior AppleCare Advisor to provide top-tier technical support and lead remote support teams. This role is ideal for a professional with a passion for Apple products, exceptional problem-solving abilities, and leadership skills to mentor and guide AppleCare support teams. You will be responsible for resolving complex customer issues, ensuring high-quality service, and driving team performance in a virtual environment.

As a Senior AppleCare Advisor, you will work closely with customers, internal teams, and leadership to ensure an outstanding support experience. Your ability to lead by example, coach team members, and handle escalated technical issues will be crucial in this role.

Key Responsibilities

• Provide expert-level technical support for Apple products, including macOS, iOS, iPadOS, watchOS, and related services.
• Lead and mentor a team of AppleCare Advisors, offering guidance and training to improve performance.
• Handle escalated customer issues with professionalism and efficiency, ensuring timely resolutions.
• Monitor and analyze team performance metrics, providing feedback and coaching to drive excellence.
• Collaborate with Apples internal teams to enhance customer support processes and share insights for product improvements.
• Maintain up-to-date knowledge of Apple products, software updates, and troubleshooting techniques.
• Deliver exceptional customer experiences by demonstrating Apples values and commitment to quality service.
• Participate in training sessions and professional development programs to continuously improve technical and leadership skills.

Required Skills and Qualifications

• Proven experience in technical support, preferably with Apple products.
• Strong leadership skills with the ability to motivate and coach remote teams.
• Excellent troubleshooting and problem-solving abilities.
• Outstanding verbal and written communication skills.
• Ability to work independently while collaborating with remote teams.
• Customer-centric mindset with a commitment to delivering superior service.
• Proficiency in macOS, iOS, and Apples ecosystem.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• Strong analytical skills to assess team performance and implement improvements.

Experience

• 5+ years of experience in customer support or technical support, with at least 2 years in a leadership role.
• Experience working in a remote or virtual support environment is a plus.
• AppleCare or Apple Certified Mac Technician (ACMT) certification is a strong advantage.

Working Hours

• Flexible work schedule, including evenings, weekends, and holidays as required.
• Availability to work in different time zones to support global customers.

Knowledge, Skills, and Abilities

• Deep understanding of Apple hardware and software.
• Familiarity with remote troubleshooting tools and techniques.
• Strong organizational and time-management skills.
• Ability to remain calm under pressure and handle challenging customer interactions with empathy.
• Knowledge of CRM tools and customer support platforms is an advantage.

Benefits

• Competitive salary with performance-based bonuses.
• Work from home with Apple-provided equipment.
• Health, dental, and vision insurance.
• Paid time off and holiday pay.
• Employee discounts on Apple products and services.
• Career growth and development opportunities within Apple.
• Inclusive and diverse company culture with a focus on employee well-being.

Why Join Apple Inc.?

• Work for one of the most innovative technology companies in the world.
• Be part of a global team dedicated to providing world-class customer support.
• Access ongoing training and career development programs.
• Enjoy a dynamic, fast-paced work environment where your contributions make a difference.

How to Apply

If you are passionate about Apple products, have strong leadership skills, and want to make an impact in a remote support role, we encourage you to apply!

👉 Apply Now on Apples official careers website by submitting your updated resume and a cover letter highlighting your experience and leadership abilities.