Customer Success Coach & QA Specialist (Remote, US Night Shift)

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

Job summary

Wing Assistant is seeking a Customer Success Manager Coach to develop and elevate the performance of our Customer Success Managers. This role blends coaching, QA, and training delivery to ensure CSMs drive long-term client success.

The ideal candidate has experience coaching CSMs or similar client-facing roles, with a structured approach to performance improvement. Hybrid work is available; the position aligns with US time zone night shifts.

Qualifications

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

Responsibilities

• Coach and mentor CSMs to improve customer satisfaction, retention, and relationship management
• Conduct quality reviews on customer interactions 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 refreshers to reinforce best practices and standards
• Maintain standardized coaching documentation and feedback tools
• Track, report, and analyze coaching effectiveness and performance trends

Skills

Coaching

Quality assurance

Training delivery

Communication

CRM familiarity

BPO experience

Facilitation

Tools

Hubspot

Pipedrive

Stripe

Dialpad

Job description

Wing Assistant is seeking a Customer Success Manager Coach to develop and elevate the performance of our Customer Success Managers. This role blends coaching, QA, and training delivery to ensure CSMs drive long-term client success.

The ideal candidate has experience coaching CSMs or similar client-facing roles, with a structured approach to performance improvement. Hybrid work is available; the position aligns with US time zone night shifts.