CSM Training & QA Coach (Hybrid, US Night Shift)

Wing Assistant; Philippines; Hybrid; PHP 900.000 - 1.200.000; Vollzeit

Zusammenfassung

Wing Assistant is seeking a Sales & Customer Success Trainer to develop and elevate the performance of our Customer Success Managers (CSMs). The role blends coaching, quality assurance, and training delivery to ensure our team can 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. Hybrid setup with night shifts to align with US time zones is expected.

Qualifikationen

• 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 CRMs and performance coaching tools.
• 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.

Aufgaben

• Coach and mentor Customer Success Managers (CSMs)/Account Managers 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.

Kenntnisse

CSM coaching

Quality assurance

Training delivery

Excellent communication

Facilitation

CRM tools

Tools

CRM software

Jobbeschreibung

Wing Assistant is seeking a Sales & Customer Success Trainer to develop and elevate the performance of our Customer Success Managers (CSMs). The role blends coaching, quality assurance, and training delivery to ensure our team can 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. Hybrid setup with night shifts to align with US time zones is expected.