🛠 Tech Stack

💼 About This Role

You'll coach and mentor Customer Success Managers to improve customer satisfaction and retention. You'll conduct quality reviews and provide structured feedback. This role combines training delivery and quality assurance for a hybrid setup.

🎯 What You'll Do

• Coach and mentor CSMs on customer relationships and retention
• Conduct quality reviews of calls, emails, and task updates
• Develop and deliver coaching plans based on performance metrics
• Lead training sessions and skill refreshers for best practices

📋 Requirements

• Experience coaching Customer Success Managers or similar roles
• Solid foundation in quality assurance and structured feedback
• Must work hybrid and align with US time zone (night shift)
• Present original coaching/training materials during hiring

✨ Nice to Have

• Former BPO trainers with QA and client-facing experience
• Familiarity with CRMs and performance coaching tools

📨 Hiring Process

Estimated timeline: 1-2 weeks · AI estimate

1. 1Recruiter Call· 30 min
2. 2Mock Training Simulation· 60 min
3. 3Offer· 30 min

🚩 Heads Up

• Requirement to present original materials during hiring process