Customer Support Team Lead

Berkeley SkyDeck Decal

Remote

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Customer Support Team Lead

Lagos

Corporate – Corporate /

Full Time /

Remote

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About Wing

Wing Assistant is building the next generation of AI-enabled workforce solutions for growing businesses. We help companies get high-quality support across roles like executive assistance, admin support, customer support, sales support, recruiting support, operations support, and other business functions. Now we're standing up an always-on first line of customer support, and you'll build that team.

Salary: $650 USD to $850 USD / month

The Role

This is hands-on leadership, not a desk-and-dashboard job. You set the standard by working the queue yourself, then hold the team to it through coaching, quality audits, and a clock everyone can see.You own two things above all: that customers always get a fast, high-quality first response, and that the round-robin model stays trusted, so our Customer Success Managers rely on it instead of routing around it. You're the person who makes sure this system doesn't quietly decay back into "just message the CSM and hope.

Responbilities

What You'll Do

Team & coverage

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

Quality & consistency

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

Escalations

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

Reporting

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

$650 - $850 a month

Nice to have

Experience standing up or restructuring a support function, not just running one
Hands-on with HubSpot Service Hub, Freshdesk, Zendesk, or Intercom, including reporting
Background in staffing, recruiting, virtual assistants, or BPO
Experience running shift-based or 24/7 teams

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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