Customer Support Team Lead: Quality & Escalations

Wing Assistant; Manila; On-site; PHP 480,000 - 840,000; Full time

Job summary

Wing Assistant in Manila is seeking an operations supervisor to own shift scheduling and on-call rotations, ensuring evenings and weekends are covered with named backups. You’ll run daily standups to review SLA hits and misses, and certify new reps before they touch the live queue.

You will own the weekly quality audit, enforce non-negotiables, protect trust during handoffs, manage escalation paths, keep routing playbooks current, and own the support dashboard for the weekly operations review,

Responsibilities

• 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
• 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
• 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
• 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

Job description

Wing Assistant in Manila is seeking an operations supervisor to own shift scheduling and on-call rotations, ensuring evenings and weekends are covered with named backups. You’ll run daily standups to review SLA hits and misses, and certify new reps before they touch the live queue.

You will own the weekly quality audit, enforce non-negotiables, protect trust during handoffs, manage escalation paths, keep routing playbooks current, and own the support dashboard for the weekly operations review,