Remote Customer Support Team Lead: Hands-On Leader

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

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.