Customer Support Team Lead

Wing Assistant

Customer Support Team Lead at Wing Assistant, building an AI-enabled customer support team. Leading daily operations with hands-on leadership, focusing on quality and efficiency.

Posted 7/21/2026full-timeRemote • 🇳🇬 NigeriaSenior💰 $650 - $850 per monthWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer support management, including scheduling, coaching, and quality auditing. Proficient in managing SLAs, support metrics, and effective communication with leadership.

Highest-signal resume keywords

Customer Support ManagementSLA ManagementTeam CoachingDashboard OwnershipEscalation Handling

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

SLASupport MetricsQuality AuditingOnboardingCertificationQueue Management

Soft Skills

Excellent Written EnglishCalm Decision-MakingStructured Coaching

Tools & Technologies

Support Dashboard

Industry Keywords

Customer SupportEscalationRouting PlaybookTrends Analysis

About the role

Key responsibilities & impact

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
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

What you’ll need

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

Benefits

Comp & perks

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account Wing Assistant Website LinkedIn All 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. Customer Support Team Lead 🔥 1 hour ago 🇳🇬 Nigeria – Remote 💵 $650 - $850 / month ⏰ Full Time 🟠 Senior 💝 Customer Support Apply Now Find Hiring Managers Customize resume + cover letter Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 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
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 Apply Now 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score Similar Jobs Customer Care Officer 🕒 April 1 Catilas Resources Limited 1001 - 5000 Website LinkedIn All Job Openings Customer Care Officers providing service and support for a leading commercial Bank through inquiries, transactions, and customer education. Handling cash operations and enhancing customer experience in banking service. 🇳🇬 Nigeria – Remote ⏰ Full Time 🟡 Mid-level 🟠 Senior 💝 Customer Support Customer Service 🕒 July 29, 2025 Nebulon 51 - 200 ☁️ SaaS 🏢 Enterprise 🔒 Cybersecurity Website LinkedIn All Job Openings Join Nebulon Dynamics as a Customer Service Representative, ensuring client satisfaction at a leading civil engineering firm. 🇳🇬 Nigeria – Remote ⏰ Full Time 🟡 Mid-level 🟠 Senior 💝 Customer Support View More Customer Support Jobs 🌐 Worldwide Built by Lior Neu-ner. I'd love to hear your feedback — Get in touch via DM or support@remoterocketship.com Search Search Jobs by country Search jobs by city Search jobs by job title Search entry-level jobs Search junior-level jobs Search senior-level jobs Search jobs by tech stack Search jobs by contract type Search remote internships Search remote part-time jobs Remote jobs Anywhere in the World Companies Hiring Anywhere in the World Companies Hiring Sales People Anywhere in the World Companies Hiring Software Engineers Anywhere in the World Resources Advice Tips for finding remote jobs Interview questions and answers Resume examples Cover letter examples Post a job Affiliates Privacy policy Terms of service Job board SEO course AI Apply Copilot OpenClaw job finder Find jobs using your resume Jobs by Country Remote jobs anywhere in the world (Worldwide remote jobs) Remote jobs United States Remote jobs Australia Remote jobs Brazil Remote jobs Canada Remote jobs France Remote jobs Ireland Remote jobs Germany Remote jobs Netherlands Remote jobs Spain Remote jobs UK Popular Jobs Remote data analyst jobs Remote customer support jobs Remote executive assistant jobs Remote marketing jobs Remote product designer jobs Remote product manager jobs Remote project manager jobs Remote recruiter jobs Remote sales jobs Remote software engineer jobs Jobs by Type Remote full-time jobs Remote part-time jobs Remote contract jobs Remote internship jobs Remote entry-level jobs Remote jobs with no experience required Remote junior jobs (1-3 years of experience) Digital nomad jobs Remote jobs with no degree required Freelance remote jobs Temporary remote jobs Remote jobs hiring now Stay at home mom jobs