Hybrid US Night-Shift Trainer: Elevate CSM Performance

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

Job summary

Wing Assistant is seeking a Sales & Customer Success Trainer to develop, support, and elevate the performance of our Customer Success Managers. The role combines coaching, quality assurance, and training delivery to ensure CSMs are equipped to 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 setup with US time zone night shift is required.

Qualifications

• Experience coaching CSMs, Account Managers, or similar roles.
• Strong QA background with structured feedback.
• Former BPO trainers with QA/client-facing experience preferred.
• Excellent communication and facilitation skills.
• Familiarity with CRMs and coaching tools.

Responsibilities

• Coach and mentor CSMs/Account Managers to improve satisfaction, retention, and relationships.
• Conduct quality reviews of calls, emails, and tasks with detailed feedback.
• Develop and deliver coaching plans tied to metrics and team goals.
• Collaborate with leadership on team skill development and training needs.
• Lead training sessions and refreshers to reinforce best practices and performance standards.
• Maintain standardized coaching documentation and feedback tools.
• Track, report, and analyze coaching effectiveness and trends.

Skills

Coaching CSMs

Quality assurance

Training delivery

CRM tools

Communication

Hybrid setup

US time zone

Tools

Hubspot

Pipedrive

Stripe

Dialpad

Job description

Wing Assistant is seeking a Sales & Customer Success Trainer to develop, support, and elevate the performance of our Customer Success Managers. The role combines coaching, quality assurance, and training delivery to ensure CSMs are equipped to 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 setup with US time zone night shift is required.