Head of Support Training

TL;DR

Head of Support Training: Building and leading a Customer Support Training team to define, verify, and continuously improve role-based minimum competency requirements. Focus on managing onboarding, continuous training for product releases, and implementing QA-driven improvement loops to measure training impact.

Location: Fully remote (global)

Company

hirify.global is a leading full-cycle verification platform providing identity and business verification, ongoing monitoring, and fraud prevention for over 4,000 clients globally.

What you will do

• Define role-based minimum competency requirements for Support agents and team leads across all levels.
• Maintain a comprehensive competency matrix and manage the full onboarding, nesting, certification, and ramp-up processes.
• Implement continuous training programs for new product releases, process/policy changes, and emerging issue patterns.
• Ensure training plans include robust verification methods with clear pass thresholds, enforcing "no pass — no production" gates for critical skills.
• Operate a tight coaching loop, translating QA findings into targeted training/refreshers and validating their impact on key metrics.
• Own training content quality, including versioning, change control, review cadence, and time-to-update SLAs.

Requirements

• Fluent English (B2+).
• Experience leading Support training/enablement programs end-to-end.
• Ability to build competency frameworks, curricula, and implement certification/verification gates.
• Strong background in QA-driven improvement loops, Root Cause Analysis (RCA), and KPI-based measurement of training impact.
• Strong facilitation, instructional design, and documentation/change-control discipline.

Nice to have

• COPC experience.

Culture & Benefits

• Remote-first, trust-based culture with true flexibility in working hours and no mandatory office days.
• Extra time off for birthdays, 10 personal days, 7 sick days without paperwork, and additional time for Christmas and New Year.
• Work that contributes to building a secure, accessible, and inclusive digital world, fighting fraud and making online services safer.
• Fair and transparent compensation benchmarked to the market.
• Opportunity to work in a truly global team across continents and time zones.
• Support for personal development plans, learning opportunities, and coverage for role-specific events.
• Fully covered team offsites for in-person collaboration.
• Access to all necessary tools and hardware to perform work effectively.
• Friendly, open, and kind work environment that values individuality and diverse perspectives.

Hiring process

• TA screening
• Hiring Manager Interview