Customer Support Team Lead

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Wing Assistant

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🤝 B2B

☁️ SaaS

⚡ Productivity

💰 $2.1M Seed Round on 2022-03

B2B • SaaS • Productivity

Wing Assistant is a company specializing in providing virtual assistant services to businesses worldwide. The company offers a wide range of services including general virtual assistant work, executive assistance, customer service, bookkeeping, and digital marketing. Wing Assistant aims to enhance productivity for startups and enterprise teams by delegating tasks to dedicated virtual assistants, reducing operational load, and enabling businesses to focus on core activities. Their services are accessible via a subscription model, providing flexible and cost-effective solutions compared to traditional hiring methods. Clients benefit from a dedicated assistant model where the assistant works solely for their business, gaining a deeper understanding of their processes over time.

📋 Description

• 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

🎯 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