Customer Support Team Lead

About Wing

Wing Assistant is building the next generation of AI-enabled workforce solutions for growing businesses. We help companies get high-quality support across roles like executive assistance, admin support, customer support, sales support, recruiting support, operations support, and other business functions. Now we're standing up an always-on first line of customer support, and you'll build that team.

The Role

This is hands-on leadership, not a desk-and-dashboard job.

You set the standard by working the queue yourself, then hold the team to it through coaching, quality audits, and a clock everyone can see.You own two things above all: that customers always get a fast, high-quality first response, and that the round-robin model stays trusted, so our Customer Success Managers rely on it instead of routing around it.

You're the person who makes sure this system doesn't quietly decay back into "just message the CSM and hope.

Responbilities

What you'll do

Team & coverage

• 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

Quality & consistency

• 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

• Spot and shut down shadow channels

Escalations

• 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

Reporting

• 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

Nice to have

• Experience standing up or restructuring a support function, not just running one

• Hands-on with HubSpot Service Hub, Freshdesk, Zendesk, or Intercom, including reporting

• Background in staffing, recruiting, virtual assistants, or BPO

• Experience running shift-based or 24/7 teams

Originally posted on Himalayas