Escalation Team Leader
Wing Assistant
Apply to this job Metro Manila hybrid Until 8/21/2026 First posted April 21, 2026 Last posted April 21, 2026
Job description
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
Compensation (from employer):
45000–50000 PHP per-month-salary
About this role
Summary
Lead and manage escalation team handling complex customer issues and resolution processes.
Job title
Escalation Team Leader
Experience level
3–5 years
Industry
customer service
Location requirements
must be in Metro Manila, remote not specified
Salary
45000–50000 PHP per-month-salary
Management role
Yes
Skills & keywords
Required skills
customer service policiesdispute resolutionteam managementcommunication
Preferred skills
None specified
Specializations
customer servicedispute resolutionteam management
Locations
Structured locations inferred from the posting.
Valenzuela, Metro Manila, Philippines
Hybrid City