Escalation Team Leader

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 11 hours agoStatus: Live

Job Summary

Lead the Resolution Team responsible for handling customer escalations, complex service issues, and high-risk cases. Drive timely resolutions, ensure policy compliance, coach and develop Resolution Specialists, and coordinate with cross-functional teams to deliver high-quality customer outcomes in a hybrid, on-site role in Metro Manila.

Location: Philippines

Workplace: Hybrid

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Manager level

Key Responsibilities

•Lead, supervise, and coach Resolution Specialists to ensure consistent and effective case handling.
•Conduct regular case reviews, quality checks, and performance coaching sessions.
•Assign and prioritize escalated cases based on urgency, risk, and SLA requirements.
•Coordinate with cross-functional teams (Customer Success, Finance, HR, QA, Legal, and Operations) to resolve cases.
•Review and approve resolution recommendations, credits, refunds, or corrective actions (within authority limits)

Pay and Benefits

Salary: PHP 45,000 - 50,000 monthly

Key Requirements

•3–5 years of experience in customer escalations, dispute resolution, or customer operations
•1–2 years of people management or team lead experience
•Strong understanding of customer service policies, contracts, and dispute resolution practices
•Excellent written and verbal communication skills
•On-site presence required in a hybrid role (US Timezone night shift noted)

Experience:3-5 yearsCustomer serviceCustomer operationsEscalationsDispute resolution

Skills:CommunicationLeadershipCoachingTeam leadershipCustomer service

Company Brief

Wing Assistant

Provides remote virtual assistant and administrative support services, matching businesses with trained assistants for tasks like scheduling, email management, research, and operations to improve productivity and reduce overhead.

Industry: Recruitment Agencies

Website

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Wing Assistant

3 months ago

Escalation Team Leader

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 11 hours agoStatus: Live

Job Summary

Location: Philippines

Workplace: Hybrid

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Manager level

Key Responsibilities

•Lead, supervise, and coach Resolution Specialists to ensure consistent and effective case handling.
•Conduct regular case reviews, quality checks, and performance coaching sessions.
•Assign and prioritize escalated cases based on urgency, risk, and SLA requirements.
•Coordinate with cross-functional teams (Customer Success, Finance, HR, QA, Legal, and Operations) to resolve cases.
•Review and approve resolution recommendations, credits, refunds, or corrective actions (within authority limits)

Pay and Benefits

Salary: PHP 45,000 - 50,000 monthly

Key Requirements

•3–5 years of experience in customer escalations, dispute resolution, or customer operations
•1–2 years of people management or team lead experience
•Strong understanding of customer service policies, contracts, and dispute resolution practices
•Excellent written and verbal communication skills
•On-site presence required in a hybrid role (US Timezone night shift noted)

Experience:3-5 yearsCustomer serviceCustomer operationsEscalationsDispute resolution

Skills:CommunicationLeadershipCoachingTeam leadershipCustomer service

Company Brief

Wing Assistant

Industry: Recruitment Agencies

Website