Resolution Specialist Team Leader

Wing Assistant; Metro Manila; On-site; PHP 502,200 - 558,000; Full time

Job summary

A leading virtual assistant company in Metro Manila is seeking an experienced Resolution Specialist Team Leader. The role involves overseeing a team that manages customer escalations and complex service issues, ensuring high-quality outcomes. Candidates should have 3-5 years of relevant experience and 1-2 years in people management. The position requires strong communication skills and a solid understanding of customer service policies. This is an on-site, full-time role with a competitive salary range of ₱45,000 to ₱50,000 per month.

Qualifications

• 3–5 years of experience in customer escalations or dispute resolution.
• 1–2 years of people management or team lead experience.
• Strong understanding of customer service policies.

Responsibilities

• Lead and coach Resolution Specialists.
• Conduct case reviews and performance coaching.
• Prioritize escalated cases based on urgency.

Skills

Customer escalation handling

People management

Communication skills

Dispute resolution

Job description

The Resolution Specialist Team Leader oversees the Resolution Team and is accountable for the effective handling of customer escalations, complex service issues, and high-risk cases. This role ensures consistent application of company policies, timely case resolution, and high-quality customer outcomes while leading, coaching, and developing Resolution Specialists.

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
• Support team members in handling complex, sensitive, or high-impact escalations
• Participate in hiring, onboarding, and training of new Resolution Specialists
• Act as the final point of escalation for complex or high-risk customer concerns
• Ensure resolutions are aligned with company policies, service agreements, and legal/compliance requirements
• Review and approve resolution recommendations, credits, refunds, or corrective actions (within authority limits)
• Coordinate with cross-functional teams (Customer Success, Finance, HR, QA, Legal, and Operations) to resolve cases
• Ensure accurate documentation of escalations, findings, and resolutions in internal systems

Qualifications

• 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

₱45,000 - ₱50,000 a month

• On-site role – full-time office presence required
• Schedule: US Timezone (Night Shift Local)
• Salary: Php 45,000 - Php 50,000