Customer Success Coach & Training Lead (Hybrid/US Night Shift)

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

Job summary

Lever, Inc. is seeking a Customer Success Coach - Trainer to elevate the performance of our CSMs through coaching, QA, and targeted training programs. The role requires coaching experience, strong QA background, and the ability to deliver structured feedback in a hybrid setup with US night hours.

The candidate will develop coaching plans, mentor CSMs, and collaborate with leadership on skill development while maintaining coaching documentation and analyzing trends to drive improvement.

Qualifications

• Experience coaching Customer Success 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 and align 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.
• Conduct a mock training simulation (live) and present a self-made deck on 'What is a Customer Success Manager?' and 'How to Be a Successful CSM'.

Skills

Coaching

Quality Assurance

Training

CRM tools

Communication

Tools

Hubspot

Pipedrive

Stripe

Dialpad

Job description

Lever, Inc. is seeking a Customer Success Coach - Trainer to elevate the performance of our CSMs through coaching, QA, and targeted training programs. The role requires coaching experience, strong QA background, and the ability to deliver structured feedback in a hybrid setup with US night hours.

The candidate will develop coaching plans, mentor CSMs, and collaborate with leadership on skill development while maintaining coaching documentation and analyzing trends to drive improvement.