Hybrid CSM Coach & Performance Trainer

Wing Assistant; Philippines; Hybrid; 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 CSM team. The role combines coaching, QA, and training to ensure long-term client success, with a focus on structured feedback and best practices.

Ideal candidates will have experience coaching CSMs or similar client-facing roles, strong QA background, and ability to deliver engaging training. This hybrid role operates in US time zones with a Philippine location.

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 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) schedule.
• 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.

Skills

Coaching

QA

Facilitation

CRM tools

Tools

Hubspot

Pipedrive

Stripe

Dialpad

Job description

Wing Assistant is seeking a Customer Success Manager Coach to develop and elevate the performance of our CSM team. The role combines coaching, QA, and training to ensure long-term client success, with a focus on structured feedback and best practices.

Ideal candidates will have experience coaching CSMs or similar client-facing roles, strong QA background, and ability to deliver engaging training. This hybrid role operates in US time zones with a Philippine location.