Customer Service Team Lead

About the role

Getwingapp is developing AI-driven workforce solutions to assist expanding businesses with administrative, operational, and support functions. We are establishing a permanent, always-on customer support department and need a leader to build and manage this team from the ground up.

Key facts

What you'll do

• Create and maintain shift schedules and on-call rotations to ensure 24/7 coverage, including weekends and evenings.
• Conduct daily standup meetings to review SLA performance, address escalations, and track off-queue tasks.
• Develop and execute drill-based certification programs for new hires before they access the live queue.
• Perform weekly quality audits and provide direct coaching based on performance data.
• Enforce operational standards, including mandatory ticketing, clear next-step communication, and strict SLA tracking.
• Manage the escalation process and serve as the final point of contact for complex issues.
• Maintain the internal routing playbook and response templates based on current support trends.
• Monitor support dashboards to identify and report on emerging issues or cancellation trends to leadership.

Requirements

• Minimum of 4 years of experience in customer support or service roles.
• At least 1 year of experience in a leadership or coaching capacity.
• Strong written English proficiency and the ability to maintain high communication standards.
• Proven experience managing support metrics, queues, and SLAs.
• Ability to provide structured, consistent feedback without micromanaging.
• Capability to remain calm and make decisive choices during escalations.
• Experience presenting dashboard data to management.
• Reliable home internet, a professional remote workspace, and a backup connectivity solution.

Nice to have

• Experience building or restructuring a support department from scratch.
• Proficiency in reporting and configuration within HubSpot Service Hub, Freshdesk, Zendesk, or Intercom.
• Professional background in staffing, recruiting, virtual assistant services, or the BPO industry.
• Experience managing shift-based or 24/7 support teams.

Skills & tools

• Customer support metrics and SLA management
• Team leadership and coaching
• Queue management and shift scheduling
• Support ticketing software
• Data reporting and dashboard analysis

Practical notes

• This is a hands-on leadership position requiring direct participation in the support queue.
• Candidates must be prepared to manage the transition from informal communication channels to structured ticketing systems.