Customer Success Trainer & Coach — Hybrid, US Night Shift

Wing Assistant; Philippines; Hybrid; PHP 600,000 - 900,000; Full time

Job summary

Wing Assistant in the Philippines seeks a Customer Success - Trainer to elevate performance of our Customer Success Managers. You will coach, review interactions, and deliver tailored coaching plans to drive client success.

The role requires experience coaching CSMs or similar roles, a strong QA background, and excellent communication and facilitation skills. Hybrid work setup with US time zone night shifts is expected.

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.
• Excellent communication, facilitation, and coaching skills.

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

Training delivery

CRM tools

Communication

Tools

CRM software

Feedback tooling

Presentation tools

Job description

Wing Assistant in the Philippines seeks a Customer Success - Trainer to elevate performance of our Customer Success Managers. You will coach, review interactions, and deliver tailored coaching plans to drive client success.

The role requires experience coaching CSMs or similar roles, a strong QA background, and excellent communication and facilitation skills. Hybrid work setup with US time zone night shifts is expected.