Team Leader - Resolutions
Wing Assistant
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- 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
Company profile
Wing Assistant
Business Support Services1,001-5,000 employees
Wing Assistant is a managed virtual assistant (VA) marketplace that provides dedicated remote talent to startups, small-to-medium businesses (SMBs), and executives. Unlike traditional freelance platforms, Wing offers a "fully managed" service, meaning every assistant is vetted, trained, and supervised by the company.
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