TL;DR

Head of Customer Support Training (Customer Service): Developing and scaling a global training strategy for customer service operations with an accent on learning methodology, performance metrics, and competency frameworks. Focus on designing scalable training programs for multilingual teams and driving measurable improvements in customer service quality and productivity.

Location: Must be based in or be able to relocate to Limassol, Cyprus (Relocation package offered)

Company

inDrive is a global ride-hailing and service platform operating in 48 countries with a mission to challenge injustice and put people first.

What you will do

  • Develop and own the global CS training strategy, ensuring alignment with business goals and quality standards.
  • Lead and scale the global CS Training team, including trainers, instructional designers, and L&D specialists.
  • Design comprehensive training programs covering onboarding, upskilling, product updates, and leadership development.
  • Collaborate with QA, Product, and Operations to identify skill gaps and implement data-driven training interventions.
  • Evaluate and implement modern learning technologies such as LMS and AI-assisted performance support tools.
  • Ensure global training consistency while meeting local legal and internal compliance requirements.

Requirements

  • 5+ years of experience in Customer Service or Operations leadership with 2+ years in training or L&D management.
  • Proven track record of building and scaling training programs in fast-paced global environments.
  • Deep expertise in learning methodologies including ADDIE, TNA, and adult learning principles.
  • Experience with LMS platforms, e-learning tools, and performance data analysis.
  • English language proficiency at C1 level required.
  • Must be located in or willing to relocate to Limassol, Cyprus.

Nice to have

  • Experience with contact centers and managing multilingual global teams.
  • Proficiency in additional languages.

Culture & Benefits

  • Comprehensive health insurance with oncology and life coverage.
  • Hybrid work model with flexible scheduling.
  • Professional counseling services covering psychological, financial, and legal support.
  • Support for professional development with partially or fully paid training courses.
  • Fitness club membership discounts and necessary work equipment provided.