---
title: 'Customer Support Team Lead at Wing Assistant'
canonical: 'https://feeny.ai/job/customer-support-team-lead-wing-assistant-lagos-4hkxtacqjk7n'
type: 'job'
last_seen: '2026-09-08'
---

# Customer Support Team Lead at Wing Assistant

- **Company:** Wing Assistant
- **Location:** Lagos, Nigeria
- **Employment:** full-time
- **Work type:** remote
- **Posted:** 2026-07-20
- **Last confirmed live:** 2026-09-08
- **Apply:** https://jobs.lever.co/getwingapp/f3a05dea-00bf-4da9-9083-243d8a699db2

## Job description

## About Wing

Wing Assistant is building the next generation of AI-enabled workforce solutions for growing businesses. We help companies get high-quality support across roles like executive assistance, admin support, customer support, sales support, recruiting support, operations support, and other business functions. Now we're standing up an always-on first line of customer support, and you'll build that team.

Salary: $650 USD  to $850 USD / month

## The Role

This is hands-on leadership, not a desk-and-dashboard job. You set the standard by working the queue yourself, then hold the team to it through coaching, quality audits, and a clock everyone can see.You own two things above all: that customers always get a fast, high-quality first response, and that the round-robin model stays trusted, so our Customer Success Managers rely on it instead of routing around it. You're the person who makes sure this system doesn't quietly decay back into "just message the CSM and hope.

Responbilities

## What you'll do

## Team & coverage

- Build the shift schedule and on-call rotation so someone is always covering, evenings and weekends included, with named backups
- Run standups: yesterday's SLA hits and misses, every escalation reviewed, anything that slipped off-queue
- Onboard and certify new reps, nobody touches the live queue until they pass a drill-based certification

Quality & consistency

- Own the weekly quality audit and coach against the results
- Enforce the non-negotiables: no ticket, no work; every reply ends with a next step, owner, and time; SLAs run from ticket creation; nothing is called "handled" until it's verified
- Protect trust between tiers, a bad handoff that burns a CSM is a same-day fix
- Spot and shut down shadow channels

Escalations

- Be the escalation point when a rep is unsure, and the backstop on the emergency path
- Keep the routing playbook and templates current as real issues teach you what's missing

Reporting

- Own the support dashboard and bring it to the weekly operations review
- Surface trends early, if cancellations or a particular issue are climbing, you often see it first

## Requirements

- 4+ years in customer support/service, including 1+ year leading or coaching a team
- Excellent written English and a high bar for how the team writes
- Real experience with SLAs, queues, and support metrics
- Fair, structured, consistent coach, you hold a standard without micromanaging
- Calm and decisive in escalations
- Comfortable owning a dashboard and presenting to leadership
- Reliable home internet, professional remote workspace, backup connectivity

## Nice to have

- Experience standing up or restructuring a support function, not just running one
- Hands-on with HubSpot Service Hub, Freshdesk, Zendesk, or Intercom, including reporting
- Background in staffing, recruiting, virtual assistants, or BPO
- Experience running shift-based or 24/7 teams

## About Wing Assistant

## Company Overview
- **One-liner**: Wing Assistant provides fully managed, vetted virtual assistants from the top 1% of global talent to handle recurring business tasks for small businesses, startups, executives, and enterprises.
- **Entity Type**: Private (funded: Seed & Pre-Seed)
- **Headquarters**: Berkeley, California, United States
- **Founded**: 2018
- **Founders**: Not explicitly listed in available sources; co-founders include Sai G. (Co-Founder & CTO) per LinkedIn.

## Core Business
- **Primary industry**: Internet Marketplace Platforms / Virtual Assistant Services
- **Target customers**: B2B – small businesses, startups, executives, and enterprises across multiple verticals (e.g., healthcare, real estate, sales, marketing)
- **Mission or purpose statement**: "Reinventing the future of work for companies worldwide" by providing elite virtual assistants so clients can focus on core business activities.

## Products & Services
- **General Virtual Assistant (GVA) Full-Time**: Dedicated assistant, 160 hours/month, $999/month – includes free training, onboarding, free replacement, Customer Success Manager, quality control, Wing Workspace app, month-to-month.
- **General Virtual Assistant (GVA) Part-Time**: 80 hours/month, $699/month – same features with limited file storage.
- **Healthcare Assistant**: Specialized VA for patient intake, EHR updates, insurance verification (HIPAA compliant).
- **Other Specialty Roles**: Executive Assistant, Sales Development Representative, Digital Marketing Assistant, Bookkeeper, Real Estate VA, and more – sourced and managed by Wing.
- **Enterprise Services**: SOC 2 certified, HIPAA compliant, managed devices/VDI support, access controls and auditability for regulated industries.

## Market Standing
- **Valuation/Market Cap**: Not publicly available (private company)
- **Key Metric**: Annual revenue estimated $5M–$25M (based on employee count of 445 and industry benchmarks); Total funding $2.2M.
- **Notable Investors/Partners**: Surface Ventures (led Seed round of $2.1M in March 2022), SkyDeck Berkeley (Pre-Seed $105k in March 2020).
- **Growth Signals**: 445 employees (+20.7% YoY, +209 people), 177,516 LinkedIn followers (+34.9% yearly), 10,000+ companies supported, 2M+ applicants screened annually (hires <1%), active job postings across multiple roles.

## Competitive Advantages
- **Top 1% talent pool**: Vetted, trained, and managed assistants from a global applicant base of 2M+ annually.
- **Free replacement guarantee**: If an assistant isn’t a fit, Wing replaces them at no cost, monitored by a Customer Success Manager.
- **Managed service model**: Wing handles training, supervision, quality control, and security compliance (SOC 2, HIPAA) – reducing client hiring overhead.
- **Month-to-month contracts**: No long-term commitment, with plans starting at $699/month for part-time support.
- **Security-first**: SOC 2 certified, HIPAA compliant, managed devices, and VDI support for regulated workflows.

## Strategic Focus
- **Current priorities**: Expanding AI solutions (e.g., hiring a Product Manager, AI Solutions) and deepening specialization (healthcare, real estate, sales enablement).
- **Growth direction**: Scaling global talent pool across 23+ countries (Philippines, India, Mexico, US, Nigeria, etc.) and increasing enterprise adoption through compliance certifications.
- **Operational efficiency**: Automating vetting, training, and quality processes to maintain high service consistency while growing headcount.

## Why Work Here
- **Culture**: Inclusive, fun work environment with opportunities for career growth, upskilling, and paid training. Rated 3.7/5.0 on employer reviews (356 reviews) with work-life balance at 3.9, culture at 3.8.
- **Remote/hybrid policy**: Fully remote (100% work-from-home) with US work hours for most roles; positions available across multiple time zones (e.g., US, Philippines, India, Latin America).
- **Notable perks**: Performance incentives, job security and stability, holiday & overtime pay, supportive team, opportunities for advancement.
- **Engineering culture**: Mobile and engineering leaders are present (e.g., Mobile Engineer Leader, Head of Engineering); React Native Developer roles indicate modern tech stack.

## Sources
1. [linkedin.com](https://linkedin.com/company/wingassistant)
2. [get.wingassistant.com](https://get.wingassistant.com/)
3. [leadiq.com](https://leadiq.com/c/wing-assistant/5a1daaf52300005b009fbca2)
4. [wingassistant.com](https://wingassistant.com/careers/us/executive-assistant-us-columbus/)
5. [linkedin.com](https://linkedin.com/company/wing-india)

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