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📋 Description

  • Coach and mentor Customer Success Managers to improve satisfaction, retention, and relationship
  • Conduct quality reviews on customer interactions (calls, emails, task updates) and provide detailed
  • 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
  • Track, report, and analyze coaching effectiveness and performance trends

🎯 Requirements

  • 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 strongly encouraged
  • Excellent communication, facilitation, and coaching skills
  • Familiarity with CRMs and performance coaching tools
  • Must work hybrid setup and align with US time zone (night shift) schedule
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