Wing Assistant

1 day ago

Customer Support Team Lead

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Build and lead an always-on first-line customer support team by setting standards hands-on in the live queue. Own shift scheduling and on-call coverage, run daily standups focused on SLA and escalations, and onboard reps through drill-based certification. Drive weekly quality audits, enforce consistent reply and SLA practices, manage escalations, maintain routing playbooks, and present dashboard insights in weekly operations reviews.

Location: Lagos

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Build shift schedules and an on-call rotation with named backups to ensure coverage evenings and weekends.
•Run standups reviewing SLA hits/misses, escalations, and queue slip-offs.
•Onboard and certify new reps with drill-based certification before they touch the live queue.
•Own weekly quality audits and coach the team against results while enforcing support non-negotiables and SLA rules.
•Serve as escalation backstop, keep routing playbooks/templates current, and report trends via a support dashboard to weekly operations review.

Pay and Benefits

Salary: USD 650 - 850 monthly

Key Requirements

•4+ years in customer support/service, including 1+ year leading or coaching a team.
•Excellent written English with a high bar for team writing quality.
•Hands-on experience with SLAs, queues, and support metrics.
•Fair, structured, consistent coaching while holding standards without micromanaging.
•Calm and decisive handling of escalations, with comfort owning a dashboard and presenting to leadership.

Skills:Written communicationCoachingLeadershipStakeholder communicationDecision-making

Languages:English

Tech Stack:HubSpot Service HubFreshdeskZendeskIntercomSupport dashboard

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

Loading job details...

Preparing the role view and application actions.

Wing Assistant

1 day ago

Customer Support Team Lead

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Location: Lagos

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Build shift schedules and an on-call rotation with named backups to ensure coverage evenings and weekends.
•Run standups reviewing SLA hits/misses, escalations, and queue slip-offs.
•Onboard and certify new reps with drill-based certification before they touch the live queue.
•Own weekly quality audits and coach the team against results while enforcing support non-negotiables and SLA rules.
•Serve as escalation backstop, keep routing playbooks/templates current, and report trends via a support dashboard to weekly operations review.

Pay and Benefits

Salary: USD 650 - 850 monthly

Key Requirements

•4+ years in customer support/service, including 1+ year leading or coaching a team.
•Excellent written English with a high bar for team writing quality.
•Hands-on experience with SLAs, queues, and support metrics.
•Fair, structured, consistent coaching while holding standards without micromanaging.
•Calm and decisive handling of escalations, with comfort owning a dashboard and presenting to leadership.

Skills:Written communicationCoachingLeadershipStakeholder communicationDecision-making

Languages:English

Tech Stack:HubSpot Service HubFreshdeskZendeskIntercomSupport dashboard

Company Brief

Wing Assistant

Industry: Recruitment Agencies

Website