Head of Customer Support Training – Cyprus
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.
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).
- 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.
- 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.
- 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.
- 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.
- Ensure all training activities meet local legal and internal compliance requirements.
- Support audits and internal investigations related to training quality or procedural adherence.
- 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.
- 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.
