💼 About This Role

You'll coach and mentor Customer Success Managers to improve client satisfaction and retention through structured feedback and training. Your work will directly elevate team performance and drive measurable client success outcomes. This role stands out for combining coaching, quality assurance, and training in a hybrid setup.

🎯 What You'll Do

• Coach CSMs to improve customer satisfaction and retention
• Conduct quality reviews on customer interactions
• Develop coaching plans tailored to individual metrics
• Deliver training sessions and skill refreshers

📋 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
• Present original coaching/training materials during hiring

✨ Nice to Have

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

📨 Hiring Process

Estimated timeline: 1-2 weeks · AI estimate

1. 1Phone Screen· 30 min
2. 2Mock Training Simulation & Presentation· 60 min
3. 3Interview with Leadership· 45 min

🚩 Heads Up

• Requires presenting original materials during hiring process