CSM Success Coach & QA Trainer (Hybrid, Night Shift)

Wing Assistant; Philippines; Hybrid; PHP 558,000 - 781,000; Full time

Job summary

Wing Assistant in the Philippines is seeking a Trainer (Customer Success) to coach and elevate the performance of our Customer Success Managers. You will lead coaching, QA reviews, and training delivery to drive long-term client success.

The ideal candidate has experience coaching CSMs or similar client-facing roles and a structured approach to performance improvement. Hybrid work with a US night-shift schedule, and a starting salary of Php 50,000–Php 70,000, are offered.

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 strongly encouraged to apply.
• Excellent communication, facilitation, and coaching skills.
• Familiarity with CS tools like Hubspot, Pipedrive, Stripe, Dialpad.
• Must be able to work in a hybrid setup and align with a US time zone (night shift).
• Must present original coaching/training materials during the hiring process.

Responsibilities

• Coach and mentor Customer Success Managers (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

Skills

Coaching

Quality assurance

Client-facing

CRM familiarity

Facilitation

Tools

HubSpot

Pipedrive

Stripe

Dialpad

Job description

Wing Assistant in the Philippines is seeking a Trainer (Customer Success) to coach and elevate the performance of our Customer Success Managers. You will lead coaching, QA reviews, and training delivery to drive long-term client success.

The ideal candidate has experience coaching CSMs or similar client-facing roles and a structured approach to performance improvement. Hybrid work with a US night-shift schedule, and a starting salary of Php 50,000–Php 70,000, are offered.