Team Leader - Client Escalations

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Job Summary

Oversee the Resolution Team to ensure effective handling of customer escalations, complex service issues, and high-risk cases. Lead, coach, and develop Resolution Specialists through case reviews, quality checks, and performance coaching. Triage and prioritize escalated matters using urgency, risk, and SLA requirements, serve as the final escalation point, and coordinate with cross-functional partners to deliver policy-aligned outcomes.

Location: Philippines

Workplace: Onsite

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
•Serve as the final point of escalation for complex or high-risk customer concerns and support sensitive cases
•Ensure resolutions follow company policies, service agreements, and legal/compliance requirements; coordinate with cross-functional teams and maintain accurate documentation

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

Experience:3-5 yearsCustomer escalationsDispute resolutionCustomer operations

Skills:CommunicationLeadershipCoachingQuality management

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 week ago

Team Leader - Client Escalations

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Job Summary

Location: Philippines

Workplace: Onsite

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
•Serve as the final point of escalation for complex or high-risk customer concerns and support sensitive cases
•Ensure resolutions follow company policies, service agreements, and legal/compliance requirements; coordinate with cross-functional teams and maintain accurate documentation

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

Experience:3-5 yearsCustomer escalationsDispute resolutionCustomer operations

Skills:CommunicationLeadershipCoachingQuality management

Company Brief

Wing Assistant

Industry: Recruitment Agencies

Website