Customer Support Team Lead

Hammerjack Pty Ltd; Philippines; On-site; PHP 446,400 - 580,320; Full time

Job summary

Wing Assistant is building the next generation of AI-enabled workforce solutions. This role leads the customer support team, ensures fast, high-quality first responses, and maintains a trusted round-robin routing model for CSMs. You coach, audit, and optimize processes to keep support standards high.

You will own shift scheduling, onboarding, and weekly quality metrics, balancing escalations with a calm, decisive leadership style. Strong written English and experience with SLAs are essential.

Qualifications

• 4+ years in customer support/service
• 1+ year leading or coaching a team
• Excellent written English with high standards
• Experience with SLAs, queues and support metrics
• Calm and decisive in escalations
• Owns a dashboard and presents to leadership
• Reliable home internet and professional remote workspace

Responsibilities

• Build shift schedules and on-call rotations ensuring 24/7 coverage
• Run standups reviewing SLA hits/misses and escalations
• Onboard and certify new reps with drill-based certification
• Lead weekly quality audits and coaching
• Maintain routing playbooks and escalate-handling templates
• Own the support dashboard for weekly operations reviews
• Surface trends early to detect cancellations or issues

Skills

Written English

SLA & metrics

Coaching & leadership

Dashboard ownership

Tools

HubSpot Service Hub

Freshdesk

Zendesk

Intercom

Job description

About Wing

Wing Assistant is building the next generation of AI-enabled workforce solutions for growing businesses. We help companies get high-quality support across roles like executive assistance, admin support, customer support, sales support, recruiting support, operations support, and other business functions. Now we're standing up an always-on first line of customer support, and you'll build that team.

Salary: PHP 40,000/mo to PHP 52,000/mo

The Role

This is hands‑on leadership, not a desk-and-dashboard job. You set the standard by working the queue yourself, then hold the team to it through coaching, quality audits, and a clock everyone can see.You own two things above all: that customers always get a fast, high-quality first response, and that the round‑robin model stays trusted, so our Customer Success Managers rely on it instead of routing around it. You're the person who makes sure this system doesn't quietly decay back into just message the CSM and hope.

What you'll do

Team & coverage

• Build the shift schedule and on‑call rotation so someone is always covering, evenings and weekends included, with named backups
• Run standups: yesterday's SLA hits and misses, every escalation reviewed, anything that slipped off‑queue
• Onboard and certify new reps, nobody touches the live queue until they pass a drill‑based certification

Quality & consistency

• Own the weekly quality audit and coach against the results
• Enforce the non‑negotiables: no ticket, no work; every reply ends with a next step, owner, and time; SLAs run from ticket creation; nothing is called handled until it's verified
• Protect trust between tiers, a bad handoff that burns a CSM is a same‑day fix
• Spot and shut down shadow channels

Escalations

• Be the escalation point when a rep is unsure, and the backstop on the emergency path
• Keep the routing playbook and templates current as real issues teach you what's missing

Reporting

• Own the support dashboard and bring it to the weekly operations review
• Surface trends early, if cancellations or a particular issue are climbing, you often see it first

Requirements

• 4+ years in customer support/service, including 1+ year leading or coaching a team
• Excellent written English and a high bar for how the team writes
• Real experience with SLAs, queues, and support metrics
• Fair, structured, consistent coach, you hold a standard without micromanaging
• Calm and decisive in escalations
• Comfortable owning a dashboard and presenting to leadership
• Reliable home internet, professional remote workspace, backup connectivity

Nice to have

• Experience standing up or restructuring a support function, not just running one
• Hands‑on with HubSpot Service Hub, Freshdesk, Zendesk, or Intercom, including reporting
• Background in staffing, recruiting, virtual assistants, or BPO
• Experience running shift‑based or 24/7 teams