Escalation Team Leader

Getwingapp

Metro Manila Hybrid permanent

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

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