Customer Support Team Lead
$7,800–$7,800 year
RemoteLagos, Lagos, Nigeria
Job Summary
Build the shift schedule and on-call rotation to ensure continuous coverage, including evenings and weekends. Run daily standups to review SLA performance, escalations, and off-queue items, while onboarding and certifying new reps through drill-based assessments. Own the weekly quality audit, enforce strict response standards, and protect trust between support tiers by fixing bad handoffs immediately. Serve as the escalation point for uncertain cases and keep routing playbooks current based on real issues. Present dashboard trends to leadership during weekly operations reviews. This hands-on leadership role establishes the standard for an always-on first line of customer support at Wing Assistant, building the next generation of AI-enabled workforce solutions.
Required Qualifications
- 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
- 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
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