Hybrid US Night-Shift CSM Training Coach

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

Job summary

Wing Assistant is seeking a Sales & Customer Success Trainer to develop and elevate the performance of our Customer Success Managers. The 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, a structured approach to performance improvement, and a background in QA. BPO trainers with QA and client-facing experience are encouraged to apply.

Qualifications

• Experience coaching CSMs or similar client-facing roles.
• Solid QA background and ability to deliver structured feedback.
• 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.
• Willing to work hybrid and align with US time zone (night shift).
• Must present original coaching/training materials during hiring.

Responsibilities

• Coach and mentor CSMs/Account Managers 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 experience

Quality assurance

Client-facing training

Communication & facilitation

CRM familiarity

Hybrid work + US night shift

Original training materials

Education

Training or coaching certifications

Tools

HubSpot

Pipedrive

Stripe

Dialpad

Job description

Wing Assistant is seeking a Sales & Customer Success Trainer to develop and elevate the performance of our Customer Success Managers. The 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, a structured approach to performance improvement, and a background in QA. BPO trainers with QA and client-facing experience are encouraged to apply.