Remote Support Team Lead: Hands-on Coach & SLA Expert

Wing Assistant; Philippines; On-site; PHP 40,000 - 52,000; Full time

Job summary

Wing Assistant is seeking a hands-on Customer Success Team Lead in the Philippines. You will set the standard by managing the queue, coaching the team, and ensuring a fast, high-quality first response with a trustworthy round-robin routing system.

You’ll own scheduling, standups, onboarding, quality audits, and escalation handling, while driving weekly reporting and dashboard visibility for leadership.

Qualifications

• 4+ years in customer support/service, including 1+ year leading or coaching a team.
• Excellent written English and a high standard for team writing.
• Experience with SLAs, queues, and support metrics.
• Calm and decisive in escalations; strong coaching mindset.

Responsibilities

• Build shift schedules and on-call rotations for evening and weekend coverage.
• Run standups and review SLA performance and escalations.
• Onboard and certify new reps before they handle live queues.
• Own the support dashboard and weekly operations reporting.
• Maintain trusted routing and handle escalations promptly.

Skills

Customer support leadership

Excellent written English

Experience with SLAs & metrics

Remote team management

Tools

HubSpot Service Hub

Freshdesk

Zendesk

Intercom

Job description

Wing Assistant is seeking a hands-on Customer Success Team Lead in the Philippines. You will set the standard by managing the queue, coaching the team, and ensuring a fast, high-quality first response with a trustworthy round-robin routing system.

You’ll own scheduling, standups, onboarding, quality audits, and escalation handling, while driving weekly reporting and dashboard visibility for leadership.