Customer Support Team Lead
New
W
Wing AssistantAI-enabled workforce solutions
Metro ManilaFull-TimeLead
Salary40,000 - 52,000 PHP per month
Apply NowOpens the employer's application page
Job Details
- Languages
- English
- Experience
- 4+ years in customer support/service, including 1+ year leading or coaching a team
- Required Skills
- CoachingCustomer support
Requirements
- 4+ years of experience in customer support or service.
- 1+ year of experience leading or coaching a team.
- Excellent written English communication skills.
- Proven experience managing SLAs, support queues, and metrics.
- Ability to provide consistent coaching without micromanaging.
- Calm and decisive approach to handling escalations.
- Proficiency in reporting and presenting data to leadership.
- Reliable high-speed home internet and backup connectivity.
- Professional and dedicated remote workspace.
Responsibilities
- Build and maintain shift schedules and on-call rotations to ensure continuous coverage.
- Conduct daily standups to review SLA performance, escalations, and queue status.
- Onboard and certify new representatives through drill-based training.
- Perform weekly quality audits and provide coaching to team members based on findings.
- Enforce operational standards and SLA compliance.
- Act as the primary escalation point for complex issues and emergency situations.
- Maintain routing playbooks and response templates.
- Manage the support dashboard and present insights during weekly operations reviews.
View Full Description & ApplyYou'll be redirected to the employer's site
