Department: Customer Service Operational Excellence

Location: Cyprus

Description

The Head of Customer Support Training leads the global CS training strategy, combining hands-on experience in Customer Service operations with deep expertise in learning and development. This role builds and scales training programs for both remote and on-site, multilingual teams in fast-paced environments, driving measurable improvements in performance, quality, and time-to-productivity. Partnering closely with Operations, QA, Product, and HR, the role delivers data-driven, scalable learning solutions that elevate customer experience and develop high-performing teams.

Key Responsibilities

Strategic Leadership & Training Vision:

Develop and own the global training strategy for Customer Service, aligned with business goals and CS quality standards.
Build a long-term competency framework for CS roles (agents, team leads, QA, specialists).
Define training KPIs and learning impact metrics (performance uplift, quality metrics, time-to-productivity).

Team Management

Lead, coach, and scale the CS Training team (trainers, instructional designers, L&D specialists).
Set clear goals, performance standards, and development plans for team members.

Training Design & Delivery

Oversee creation of training programs: onboarding, upskilling, product updates, soft skills, leadership training.
Ensure training materials are accurate, scalable, and aligned with CS processes and customer experience standards.
Implement blended learning (LMS, e-learning, live sessions, microlearning, knowledge base, simulations).
Quality & Performance Improvement
Collaborate with QA, Operations, and Product teams to identify skill gaps and define training interventions.
Monitor training effectiveness using data-driven insights and adjust training content accordingly.
Reduce time-to-proficiency and improve CSAT, FCR, AHT and other key metrics through targeted learning.

Cross-Functional Collaboration

Work closely with Product, CX, Operations, Knowledge Management, and HR to ensure training supports business needs.
Provide feedback to product and process owners based on training outcomes and agent performance.

Process Excellence & Innovation

Build scalable global training processes, ensuring consistency across countries and languages.
Evaluate and implement modern learning technologies (LMS, AI-assisted tools, performance support systems).
Ensure training documentation meets internal standards and remains up-to-date.

Compliance & Governance

Ensure all training activities meet local legal and internal compliance requirements.
Support audits and internal investigations related to training quality or procedural adherence.

Qualifications

5+ years of experience in Customer Service or Operations leadership, including at least 2+ years managing training or L&D teams.
Experience designing and delivering training programs for both remote teams and on-site employees.
Proven track record of building and scaling training programs in fast-paced, high-growth environments.
Experience working with contact centers, multilingual teams, or global operations is a strong advantage.
Strong leadership skills: ability to motivate, manage, coach, and develop high-performing teams.
Excellent communication and presentation skills; ability to simplify complex processes.
Ability to influence cross-functional stakeholders at different organizational levels.
Deep understanding of Customer Service processes, quality frameworks, and customer experience principles.
Expertise in learning methodologies (ADDIE, TNA, adult learning principles, competency models).
Strong analytical mindset with the ability to measure training impact and interpret performance data.
Experience with LMS platforms, e-learning tools, and digital learning technologies.
High ownership and a proactive problem-solving mindset.
Strong organizational skills and the ability to balance multiple projects and deadlines.
Adaptability and comfort working in an evolving, fast-paced environment.
Continuous improvement mindset and passion for developing people.
English — C1 level; additional languages are a plus.

Benefits & Conditions

Health insurance with oncology coverage and life insurance included.
Hybrid work mode and flexible schedule.
Relocation package offered for candidates from other regions.
Access to professional counseling services, including psychological, financial, and legal support.
Diverse internal training programs.
Partially or fully paid additional training courses.
All necessary work equipment.
Fitness club membership discount.

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Head of Customer Support Training