CSM Coach & Quality Trainer (Hybrid/US Nights)

Lever, Inc.

Cebu City

Hybrid

PHP 558,000 - 781,000

Full time

5 days ago

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Job summary

Lever, Inc. is seeking a Customer Success - Trainer to develop, support, and elevate the performance of our Customer Success Managers. This role blends coaching, quality assurance, and training delivery to ensure CSMs are equipped to drive long-term client success.

The ideal candidate has experience coaching CSMs or similar client-facing roles and brings a structured approach to performance improvement. Former BPO trainers with QA background are welcome to apply.

Qualifications

Experience coaching Customer Success Managers, Account Managers, or similar roles.
Solid foundation in quality assurance and structured feedback delivery.
Former BPO trainers with QA and client-facing experience are encouraged to apply.
Excellent communication, facilitation, and coaching skills.
Familiarity with CRMs and performance coaching tools.
Must be able to work in a hybrid setup with a US time zone (night shift).
Must present original coaching/training materials during the hiring process.

Responsibilities

Coach and mentor CSMs to improve customer satisfaction, retention, and relationship management.
Conduct quality reviews on customer interactions (calls, emails, task updates) and provide detailed feedback.
Develop and deliver coaching plans tailored to individual performance metrics and team goals.
Collaborate with leadership on team skill development, training needs, and continuous improvement.
Lead training sessions and skill refreshers to reinforce best practices and performance standards.
Maintain standardized coaching documentation and feedback tools.
Track, report, and analyze coaching effectiveness and performance trends.