Head of Support Training

Sumsub 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.

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.

We are looking for Head of Support Training to build & lead our Customer Support Training team. 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.

What You Will Be Doing :

• Defining role‑based minimum requirements for Support agents L1 / L2 / L3, Team Leads, SMEs (product / API, process, compliance, communication, ownership) and so on.
• Maintaining a competency matrix (skills → observable behaviors → proficiency levels).
• Managing onboarding : onboarding → nesting → certification → ramp‑up.
• Continuous training for product releases, process / policy changes, and emerging issue patterns.
• Ensuring training plans include robust verification (multiple methods such as tests, simulations, practical exercises) with clear pass thresholds.
• Enforcing “no pass — no production” gates for critical skills.
• Operating a tight coaching loop : QA findings → targeted training / refreshers → re‑check → impact validation on QA / CSAT / FCR / SLA.
• Owning training content quality : versioning, change control, review cadence, and time‑to‑update SLAs after releases.
• Ensuring alignment with documented processes and compliance requirements (including evidence of completion / certification when needed).
• Measuring the effectiveness of hiring / training requirements and continuously adjusting programs based on outcomes (quality, speed, customer impact, cost).

About You :

What We Offer :

The hiring stages : TA screening >

Hiring Manager Interview

Sounds like a great opportunity for your career development? Then go ahead and apply!

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.

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