Customer Support Team Lead

About the role

WingWing Assistant is building AI‑enabled workforce solutions and needs a hands‑on leader to launch and run its first‑line customer support team. You will work the queue yourself, set quality standards, and ensure fast, high‑quality responses for customers.

Key responsibilities

• Design shift schedules and on‑call rotations, covering evenings and weekends.
• Run daily stand‑ups reviewing SLA performance, escalations, and queue health.
• Onboard, train, and certify new representatives before they handle live tickets.
• Conduct weekly quality audits, coach the team, and enforce response standards.
• Maintain trust between support tiers by fixing bad handoffs the same day.
• Serve as escalation point for complex issues and keep routing playbooks up to date.
• Own the support dashboard, present metrics in weekly operations reviews, and surface emerging trends.

Required profile

• 4+ years of experience in customer support or service, with at least 1 year in a leadership or coaching role.
• Excellent written English and a high standard for team communication.
• Hands‑on experience with SLAs, queue management, and support metrics.
• Calm, decisive, and able to present data to leadership.
• Reliable home internet and a professional remote workspace.

Required skills

• HubSpot Service Hub
• Freshdesk
• Zendesk
• Intercom

What we offer

• Competitive monthly salary ranging from $650 to $850 USD.
• Fully remote work environment.
• Opportunity to shape a new support function from the ground up.