Getwingapp
Getwingapp3mo ago
PHP 45000–50000/yr

Resolution Specialist Team Leader

Metro ManilaFull Timelead
OtherManagementResolution SpecialistResolution Specialist Team Leader
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Quick Summary

Overview

The Resolution Specialist Team Leader oversees the Resolution Team and is accountable for the effective handling of customer escalations, complex service issues, and high-risk cases.

Technical Tools
OtherManagementResolution SpecialistResolution Specialist Team Leader
The Resolution Specialist 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.
  • 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
  • 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
  • Listing Details

    Posted
    January 21, 2026
    First seen
    March 26, 2026
    Last seen
    April 21, 2026

    Posting Health

    Days active
    26
    Repost count
    0
    Trust Level
    40%
    Scored at
    April 21, 2026

    Signal breakdown

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    Getwingapp

    Managed virtual assistant service providing remote executive and business support

    Employees
    199
    Founded
    2018
    View company profile
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    GetwingappResolution Specialist Team LeaderPHP 45000–50000