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The Role:
- This is a hands-on leadership role where you set the standard by working the queue and coaching the team.
- You own the customer experience, ensuring fast first responses and a trusted round-robin model.
Responsibilities:
- Build shift schedules and on-call rotations to maintain 24/7 coverage.
- Own weekly quality audits and enforce non-negotiable support standards.
- Act as the escalation point and keep the routing playbook updated.
Requirements:
- 4+ years in customer support, including 1+ year leading a team.
- Excellent written English and experience with SLAs and support metrics.
- Calm in escalations and comfortable presenting to leadership.
Nice to have:
- Experience standing up a support function or using HubSpot, Zendesk, etc.
- Background in staffing, virtual assistants, or BPO.
Wing Assistant
Wing Assistant builds AI-enabled workforce solutions for growing businesses. They are a corporate team focused on customer support, with a culture of hands-on leadership and accountability.