Head of Support Training

<p><strong>Sumsub </strong>is a leading full-cycle verification platform that enables scalable compliance. From identity and business verification to ongoing monitoring, our platform adapts to different risk appetites and market demands, ensuring global compliance. It allows customizing analytics and workflows with a no-code interface.<br></p><p>Over 4,000 clients — including Bitpanda, Wirex, Avis, Bybit, Vodafone, Duolingo, Kaizen Gaming, and TransferGo — trust Sumsub to accelerate growth, prevent fraud, and maintain compliance worldwide.<br></p><p><span>We are looking for <strong>Head of Support Training</strong> to build &amp; lead our <strong>Customer</strong> <strong>Support Training team</strong>. This role aims to build and run a training system that ensures role-based minimum competency requirements are defined, verified before production, and continuously improved using performance and quality data.</span><br></p><p><strong>What You Will Be Doing:</strong><br></p><ul><li><p><span>Defining role-based minimum requirements for Support agents L1/L2/L3, Team Leads, SMEs (product/API, process, compliance, communication, ownership) and so on.</span></p></li><li><p><span>Maintaining a competency matrix (skills → observable behaviors → proficiency levels).</span></p></li><li><p><span>Managing onboarding: onboarding → nesting → certification → ramp-up.</span></p></li><li><p><span>Continuous training for product releases, process/policy changes, and emerging issue patterns.</span></p></li><li><p><span>Ensuring training plans include robust verification (multiple methods such as tests, simulations, practical exercises) with clear pass thresholds.</span></p></li><li><p><span>Enforcing “no pass — no production” gates for critical skills.</span></p></li><li><p><span>Operating a tight coaching loop: QA findings → targeted training/refreshers → re-check → impact validation on QA/CSAT/FCR/SLA.</span></p></li><li><p><span>Owning training content quality: versioning, change control, review cadence, and time-to-update SLAs after releases.</span></p></li><li><p><span>Ensuring alignment with documented processes and compliance requirements (including evidence of completion/certification when needed).</span></p></li><li><p><span>Measuring the effectiveness of hiring/training requirements and continuously adjusting programs based on outcomes (quality, speed, customer impact, cost).</span><br></p></li></ul><p><strong>About You:</strong></p><ul><li><p><span>Fluent English (B2+), experience leading Support training/enablement programs end-to-end.</span></p></li><li><p><span>Able to build competency frameworks and curricula, and implement certification/verification gates.</span></p></li><li><p><span>Strong in QA-driven improvement loops, RCA and KPI-based measurement of training impact.</span></p></li><li><p><span>Strong facilitation, instructional design, and documentation/change-control discipline.</span></p></li><li><p><span>COPC experience would be a plus.</span></p></li></ul><p style="text-align:center;"></p><p><strong>What We Offer:</strong><br></p><ul><li><p><strong>Remote-first, trust-based culture.</strong> Work from the place that works best for you. No mandatory office days, no attendance trackers. In some locations, we provide offices or coworking spaces, but the choice is yours.</p></li><li><p><strong>True flexibility. </strong>We do not fix you to a 9-to-5 schedule. You can adjust your working hours when needed, as long as your day stays productive and in sync with the team.</p></li><li><p><strong>Extra time off.</strong> Your birthday is a holiday here. Add to that 10 personal days each year, seven sick days without paperwork, and extra time to enjoy Christmas and New Year. Time to rest is part of the deal.</p></li><li><p><strong>Work that matters. </strong>Our mission is to build a digital world that is secure, accessible and inclusive for everyone. From fighting fraud to making online services easier and safer to use, your work will have a real impact on how people experience trust online.</p></li><li><p><strong>Compensation. </strong>We offer fair and transparent pay, benchmarked to the market.</p></li><li><p><strong>Truly global. </strong>We work across continents and time zones, with teammates and customers from all over the world. You will run campaigns that cross borders, cultures, and languages, and see your ideas land worldwide.</p></li><li><p><strong>Growth built in.</strong> Clear goals, open feedback and personal development plans. We support your progress with learning opportunities and by covering role-specific events, from design conferences to marketing forums.</p></li><li><p><strong>Team offsites.</strong> Sometimes just Slack is not enough. That is why we meet in person a few times a year. Trips are fully covered, so you can meet, collaborate, and recharge together.</p></li><li><p><strong>Getting you set up.</strong> We make sure you have access to the tools and hardware you need to do your work well.</p></li><li><p><strong>Friendly by design. </strong>Our logo is a dog for a reason. We keep things human, open and kind. We welcome individuality, quirks and different perspectives, because that is what makes our work smarter and more fun.</p></li></ul><p><strong>The hiring stages:</strong><em> </em>TA screening -&gt; Hiring Manager Interview</p><p><strong>Sounds like a great opportunity for your career development? Then go ahead and apply!</strong><br><br><em>We are a global community of innovators, creators, and thinkers, and we believe that diversity fuels our innovation. Sumsub is proud to be an equal opportunity employer, committed to building a diverse and inclusive workforce. We welcome applications from people of all backgrounds, cultures, genders, experiences, abilities and perspectives. Join us in shaping the future inclusively.</em></p>