---
title: 'Resolution Specialist at Wing Assistant'
canonical: 'https://feeny.ai/job/resolution-specialist-wing-assistant-metro-manila-8ad7vdf2rcs4'
type: 'job'
last_seen: '2026-09-08'
---

# Resolution Specialist at Wing Assistant

- **Company:** Wing Assistant
- **Location:** Metro Manila, Philippines
- **Employment:** full-time
- **Work type:** onsite
- **Posted:** 2026-01-21
- **Last confirmed live:** 2026-09-08
- **Apply:** https://jobs.lever.co/getwingapp/2648d063-aadd-4ead-bfdb-81667f8ff21c

## Job description

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 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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