Wing Assistant

Subscription-based virtual assistant services for businesses

Resolution Specialist

Customer SupportConfirmed live in the last 24 hours

Full-timeMetro Manila, Philippines₱35k - ₱40k /mo

About the Job

Requirements

At least 2–3 years of experience in customer support, customer success, dispute resolution, or escalations handling.
Strong written and verbal communication skills.
Excellent problem-solving and analytical abilities.
Ability to remain calm, professional, and objective in high-pressure situations.
Strong attention to detail and documentation skills.
Experience working on-site in a fast-paced operations environment.
Ability to resolve conflicts and de-escalate situations.
Ability to maintain a customer-centric approach while setting firm boundaries.
Time management and prioritization skills.
Cross-functional collaboration skills.
Ability to interpret policies and contracts.
Proficiency with CRM and ticketing systems.

Responsibilities

Handle customer escalations referred by Customer Success Managers, Support, or Operations teams.
Investigate complex service, billing, performance, or compliance-related concerns.
Communicate professionally with customers to clarify issues, manage expectations, and provide resolutions.
Document cases, findings, and resolutions accurately in internal systems.
Recommend corrective actions and process improvements to prevent repeat issues.
Ensure resolutions are aligned with company policies, contracts, and service agreements.
Monitor resolution timelines and ensure cases are closed within agreed SLAs.
Escalate high-risk or sensitive issues to management when necessary.

Salary Range: 35000 to 40000 (Currency: PHP) (Pay period: per-month-salary)

Job Summary

The Resolution Specialist is responsible for handling escalated customer concerns, service issues, and complex cases that require thorough investigation and timely resolution. This role ensures customer satisfaction, protects company interests, and works closely with cross-functional teams to resolve issues efficiently while maintaining service quality standards.

Key Responsibilities

Handle customer escalations referred by Customer Success Managers, Support, or Operations teams
Investigate complex service, billing, performance, or compliance-related concerns
Communicate professionally with customers to clarify issues, manage expectations, and provide resolutions
Document cases, findings, and resolutions accurately in internal systems
Recommend corrective actions and process improvements to prevent repeat issues
Ensure resolutions are aligned with company policies, contracts, and service agreements
Monitor resolution timelines and ensure cases are closed within agreed SLAs
Escalate high-risk or sensitive issues to management when necessary

Qualifications

At least 2–3 years of experience in customer support, customer success, dispute resolution, or escalations handling
Strong written and verbal communication skills
Excellent problem-solving and analytical abilities
Ability to remain calm, professional, and objective in high-pressure situations
Strong attention to detail and documentation skills
Experience working on-site in a fast-paced operations environment

Skills & Competencies

Conflict resolution and de-escalation
Customer-centric mindset with firm boundary setting
Time management and prioritization
Cross-functional collaboration
Policy and contract interpretation
CRM and ticketing system proficiency

About the Company

Wing Assistant

Subscription-based virtual assistant services for businesses

Wing Assistant provides virtual assistant services for businesses, offering dedicated virtual assistants that work remotely on a full-time or part-time basis through a subscription model. Clients hire VAs who handle administrative tasks such as invoicing, payment tracking, and expense recording, while gaining complimentary access to the Wing Task Workspace App for communication, task management, file sharing, and screen recording. The service works by assigning a dedicated VA and, if needed, a Customer Success Manager plus thorough training for assistants to ensure consistent quality. This differentiates Wing Assistant through a strong emphasis on customer support and investment in VA training, with pricing tied to service level and hours required. The company’s goal is to help businesses run more efficiently by providing reliable, scalable administrative support via licensed remote assistants.

Company size: 1,001-5,000
Company stage: Seed
Total funding: $2.2M
Headquarters: Berkeley, CA
Founded: 2018

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