Customer Support Team Lead

Wing Assistant
Philippines
Workplace: RemoteFull timePHP 40,000 - 52,000 monthlyFunction: Customer Support (Service Desk)Skills: ["Coaching","Leadership","Written communication","Decision-making","Calm under pressure","Data-driven reporting"]

Build and lead an always-on first-line customer support team by creating shift schedules and on-call coverage, running standups on SLA performance, and onboarding new reps through drill-based certification. Own weekly quality audits and enforce response standards (next steps, owners, time, verified resolution). Serve as the escalation backstop, keep routing playbooks current, and manage reporting dashboards for weekly operations reviews.

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FursaFursa
Wing Assistant
Wing Assistant
1 month 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: 5 hours agoStatus: Live

Job Summary

Build and lead an always-on first-line customer support team by creating shift schedules and on-call coverage, running standups on SLA performance, and onboarding new reps through drill-based certification. Own weekly quality audits and enforce response standards (next steps, owners, time, verified resolution). Serve as the escalation backstop, keep routing playbooks current, and manage reporting dashboards for weekly operations reviews.
Location: Philippines
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Build shift schedules and on-call rotation with named backups to ensure coverage evenings and weekends
  • •Run daily/regular standups reviewing SLA hits/misses and escalations and keep items from slipping off-queue
  • •Onboard and certify new reps; ensure they pass drill-based certification before touching the live queue
  • •Own weekly quality audits, coach against results, and enforce response non-negotiables and verified resolution
  • •Be the escalation point for reps, maintain routing playbooks/templates, and present support dashboard trends in weekly operations review

Pay and Benefits

Salary: PHP 40,000 - 52,000 monthly

Key Requirements

  • •4+ years in customer support/service, including 1+ year leading or coaching a team
  • •Excellent written English and a high bar for team writing quality
  • •Hands-on experience with SLAs, queues, and support metrics
  • •Fair, structured, consistent coaching without micromanaging
  • •Calm, decisive escalation handling and comfort owning a dashboard for leadership reporting
Experience:BPO
Skills:CoachingLeadershipWritten communicationDecision-makingCalm under pressureData-driven reporting
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
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