Resolution Specialist Team Leader
full-time•Manila•PHP 45k - PHP 50k
About this role
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.
\n- 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
- 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
\nWhat you'll do
- The Resolution Specialist Team Leader oversees the Resolution Team and is accountable for handling customer escalations and complex service issues. This role includes leading and coaching team members to ensure effective case handling and high-quality customer outcomes.
About Wing Assistant
Wing provides small businesses, startups, execs, and enterprises with the top 1% of remote talent to take over recurring work such as Social Media Management, Executive Assistance, Data Entry, Sales Calling, etc. Wing is your incredible, yet super affordable, team member to whom you can delegate excess work while you do the important things to grow your business.
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Frequently Asked Questions
What does Wing Assistant pay for a Resolution Specialist Team Leader?
Wing Assistant offers a competitive compensation package for the Resolution Specialist Team Leader role. The salary range is PHP 45k - 50k per year. Apply through Clera to learn more about the full compensation details.
What does a Resolution Specialist Team Leader do at Wing Assistant?
As a Resolution Specialist Team Leader at Wing Assistant, you will: the Resolution Specialist Team Leader oversees the Resolution Team and is accountable for handling customer escalations and complex service issues. This role includes leading and coaching team members to ensure effective case handling and high-quality customer outcomes..
Is the Resolution Specialist Team Leader position at Wing Assistant remote?
The Resolution Specialist Team Leader position at Wing Assistant is based in Manila, Metro Manila, Philippines. Contact the company through Clera for specific work arrangement details.
How do I apply for the Resolution Specialist Team Leader position at Wing Assistant?
You can apply for the Resolution Specialist Team Leader position at Wing Assistantdirectly through Clera. Click the "Apply Now" button above to start your application. Clera's AI-powered platform will help match your profile with this opportunity and guide you through the application process.