About the role
Head of Customer Support Training Department: Customer Service Operational Excellence Employment Type: Full Time Location: Kazakhstan 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