Mirrai Careers

Team Leader - Client Escalations

Wing Assistant

Metro Manila Full-timePHP 540k–PHP 600k / year Posted 30+ days ago
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The Team Leader - Client Escalations 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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