Remote CSM Coach | Training & QA (US Night Shift)

Wing Assistant; Davao City; On-site; PHP 558,000 - 781,000; Full time

Benefits offered by this job

Work-from-Home

US Night Shift

Job summary

Wing Assistant is seeking a Customer Success Coach to develop and elevate the performance of our Customer Success Managers. This role blends coaching, QA, and training to ensure CSMs drive long-term client success.

The ideal candidate has coaching experience with CSMs or similar client-facing roles, plus a structured approach to performance improvement. BPO trainers with QA backgrounds are welcome to apply.

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 are encouraged to apply.
• Excellent communication, facilitation, and coaching skills.
• Familiarity with CRMs and performance coaching tools.
• Must work in a hybrid setup and align with US time zone (night shift).
• Must present original coaching/training materials during hiring.

Responsibilities

• Coach and mentor Customer Success Managers 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 training needs and continuous improvement.
• Lead training sessions and refreshers to reinforce best practices.
• Maintain standardized coaching documentation and feedback tools.
• Track, report, and analyze coaching effectiveness and trends.

Skills

Coaching

Quality assurance

Facilitation

CRM familiarity

Communication

Training

Tools

Hubspot

Pipedrive

Stripe

Dialpad

Job description

Wing Assistant is seeking a Customer Success Coach to develop and elevate the performance of our Customer Success Managers. This role blends coaching, QA, and training to ensure CSMs drive long-term client success.

The ideal candidate has coaching experience with CSMs or similar client-facing roles, plus a structured approach to performance improvement. BPO trainers with QA backgrounds are welcome to apply.