CRAE GROUP stands as one of the rapidly expanding B2B service providers, centrally located in Cyprus. Since our inception in 2018, we've been dedicated to crafting, managing, and deploying innovative IT and customer-centric solutions for businesses spanning various industries worldwide.

Driven by relentless energy and a pursuit of excellence, we're on a trajectory to emerge as a premier service provider, marked by substantial growth and an unwavering commitment to quality. Our team comprises dynamic individuals who thrive in the intersection of technology and creativity, making our workplace both vibrant and rewarding.

About the Role

We are looking for a Global Support Training Manager to own onboarding and training across our global support organization.

This role focuses on training remote employees while being physically based in our Cyprus office, working closely with leadership and operational teams.

You will report directly to the Head of Workforce and be responsible for setting training standards across:

• First Line Support

• Second Line Support

• HNWI (VIP) Support

• KYC & Compliance

What You’ll Be Doing

• Own onboarding and continuous training for all support roles globally

• Design and maintain structured, role-specific training paths

• Deliver live and recorded remote training sessions

• Ensure consistent training standards across locations and time zones

• Work closely with internal training material producers to:

  • Define training structure and requirements

  • Review and improve onboarding guides, SOPs, and learning content

  • Ensure training materials reflect real systems, workflows, and edge cases

• Continuously assess training effectiveness using performance data, QA feedback, and agent outcomes

• Identify skill gaps and introduce upskilling and refresher training

• Support rapid team scaling without sacrificing quality or standards

Reporting & Collaboration

• Reports directly to the Head of Workforce

• Works closely with:

  • Support leadership

  • QA teams

  • Training content producers

  • HR Operations (as needed)

What We’re Looking For

• Proven experience in training, enablement, or operational roles within customer support or service organizations

• Hands-on experience training remote teams across multiple locations

• Strong understanding of at least some of the following:

  • First & Second Line Support operations

  • KYC / Compliance workflows

  • HNWI / VIP customer support

• Ability to turn complex processes into clear, structured training programs

• Confident communicator, comfortable training both junior and senior staff

• Highly organized, structured, and operationally minded

What we offer

• A competitive and attractive remuneration package that values your skills and contributions.

• The chance to join a dynamic, forward-thinking European company and play a key role in its success.

• Monthly lunch allowance.

• Gym membership allowance.