🕒 yesterday
As a Customer Support Analyst, you will provide exceptional service as the first contact for users, managing tickets and resolving inquiries efficiently on our SaaS platform.
Customer Success - Trainer
📅 Aug 25
Customer Success CoachingTraining DeliveryQuality AssuranceStructured Feedback
📜 Description
- Coach and mentor Customer Success Managers to improve customer satisfaction, retention, and client relationships.
- Review customer calls, emails, and task updates, providing detailed feedback.
- Create coaching plans based on individual performance metrics and team goals.
- Lead training sessions and skill refreshers on best practices and performance standards.
- Partner with leadership on skill development, training needs, and continuous improvement.
- Document coaching, track effectiveness, and analyze 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 are strongly encouraged to apply
- Excellent communication, facilitation, and coaching skills
- Familiarity with CRMs and performance coaching tools
- Must be able to work in a hybrid setup and align with a US time zone (night shift) schedule
- Must present original coaching/training materials during the hiring process
- Conduct a mock training simulation (live)
Full job description
About the Role:
We're looking for a Customer Success - Trainer to develop, support, and elevate the performance of our Customer Success Managers (CSMs). This role combines coaching, quality assurance, and training delivery to ensure our CSMs are equipped to drive long-term client success.
The ideal candidate has prior experience coaching CSMs or similar client-facing roles and brings a structured approach to performance improvement. Former BPO trainers with a strong QA background are welcome to apply.
Preferred Skills:
Background in SaaS, B2B services, or subscription-based support
Familiarity with CS tools like Hubspot, Pipedrive, Stripe, Dialpad
Training or coaching certifications are a plus
Key Responsibilities
Candidate Requirements
Hiring Requirement – Simulation & Mock Deck
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