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Wing Assistant

Posted 4 months ago

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Resolution Specialist Team Leader

Metro ManilaRemoteFull-time

AI Summary

Leads and coaches a team handling customer escalations, ensuring timely, policy-aligned resolutions for high-risk cases. Oversees case reviews, performance, and escalation decision-making.

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.

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 ManagementCoachingCompliance UnderstandingCredit/refund ApprovalsCross-functional CoordinationCustomer EscalationDispute ResolutionDocumentationHiring And OnboardingInternal SystemsPolicy ApplicationQuality AssuranceSLA Management

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