Customer Success Trainer & QA Coach (Hybrid/Remote)

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

Job summary

Wing Assistant is seeking a Customer Success - Trainer to develop, support, and elevate the performance of our Customer Success Managers. This role blends coaching, quality assurance, 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 with US time zone night shift, and ability to present original coaching materials during hiring.

Qualifications

• Experience coaching CSMs or similar client-facing roles.
• Solid QA background with structured feedback delivery.
• Former BPO trainers with QA and client-facing experience encouraged.
• Excellent communication, facilitation, and coaching skills.
• Familiarity with CRMs and performance coaching tools.
• Hybrid setup with US time zone night shift.
• Must present original coaching/training materials during hiring process.

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 performance metrics and team goals.
• Collaborate with leadership on team skill development 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 trends.

Skills

Coaching

Quality assurance

Customer Success

Facilitation

CRM familiarity

Training delivery

Coaching materials

Tools

HubSpot

Pipedrive

Stripe

Dialpad

Job description

Wing Assistant is seeking a Customer Success - Trainer to develop, support, and elevate the performance of our Customer Success Managers. This role blends coaching, quality assurance, 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 with US time zone night shift, and ability to present original coaching materials during hiring.