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: 4 hours agoStatus: Live

Job Summary

Lead Wing’s always-on first-line customer support team hands-on from the queue. Set coverage through shift schedules and on-call rotation, run daily standups, and onboard/certify new reps before they handle live tickets. Own weekly quality audits, enforce SLA-driven “no ticket, no work” standards, and act as the escalation backstop. Drive reporting via a support dashboard and surface trends in weekly operations.

Location: Nairobi

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Build the shift schedule and on-call rotation to ensure coverage, including evenings and weekends
•Run standups on SLA hits/misses and review escalations and anything slipped off-queue
•Onboard and certify new reps using drill-based certification before they touch the live queue
•Own weekly quality audits, coach against results, and enforce reply and SLA non-negotiables
•Serve as escalation point and backstop, keep routing playbook/templates current, and present support dashboard trends

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 standard for how the team writes
•Experience with SLAs, queues, and support metrics
•Calm, decisive escalation handling
•Comfort owning and presenting support dashboard reporting to leadership

Skills:LeadershipCoachingWritten communicationProblem-solvingDecision-making

Languages:English

Tech Stack:HubSpot Service HubFreshdeskZendeskIntercom

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

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: 4 hours agoStatus: Live

Job Summary

Location: Nairobi

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Build the shift schedule and on-call rotation to ensure coverage, including evenings and weekends
•Run standups on SLA hits/misses and review escalations and anything slipped off-queue
•Onboard and certify new reps using drill-based certification before they touch the live queue
•Own weekly quality audits, coach against results, and enforce reply and SLA non-negotiables
•Serve as escalation point and backstop, keep routing playbook/templates current, and present support dashboard trends

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 standard for how the team writes
•Experience with SLAs, queues, and support metrics
•Calm, decisive escalation handling
•Comfort owning and presenting support dashboard reporting to leadership

Skills:LeadershipCoachingWritten communicationProblem-solvingDecision-making

Languages:English

Tech Stack:HubSpot Service HubFreshdeskZendeskIntercom

Company Brief

Wing Assistant

Industry: Recruitment Agencies

Website