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Wing Assistant

Posted 2 months ago

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Escalation Team Leader

Metro ManilaOn-siteFull-time

AI Summary

Leads and coaches the Resolution Specialists on the Escalation Team to efficiently handle high-risk customer escalations, guide case resolution, and ensure policy alignment and quality outcomes.

About this role

The Escalation 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.

Key Responsibilities

  • 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

    • Qualifications

  • 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

    • Skills

    Case ManagementCoaching And MentoringCompliance AwarenessCredits/refund ApprovalsCross-Functional CollaborationCustomer Service PoliciesDispute ResolutionDocumentation In Internal SystemsEscalation HandlingHiring And OnboardingLegal ConsiderationsPerformance CoachingPolicy InterpretationQuality AssuranceRisk AssessmentSLA ManagementStakeholder CoordinationTeam Leadership

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