Global Head of Support Quality & Training

Job Title: Global Head of Support Quality & Training

Location: Lisbon, Portugal

Contract: Full-Time Permanent, Hybrid

About Us

Cyncly is a global technology powerhouse with 2,400+ employees and 70,000+ customers across 100+ countries. Cyncly transforms the way customizable products and spaces are imagined, designed, sold, managed and made. Our end-to-end software solutions connect professional designers, retailers and manufacturers to the world’s largest repository of product content.

Today, our business spans across the Kitchen & Bath, Furniture, Window, Glass & Door, and Flooring industries with operations in North & South America, Europe, Asia Pacific and Africa.

Cyncly brings over 30 years of experience to deliver more value for our customers through an expanded portfolio of end-to-end solutions. Our global presence allows us to provide world class support and sales with a local touch, providing the best possible customer experience.

Cyncly is now embarking on an exciting journey as we continue to expand through strong organic growth and complementary acquisitions, backed by leading growth private equity firms specialized in technology.

Role Overview

The Global Head of Support Quality & Training is responsible for ensuring every Support Agent across all global locations is equipped to deliver consistent, high-quality customer support. This leader will own the end-to-end strategy and execution of onboarding, product training, multi-language learning content, and support quality measurement programs for our multi-product support organisation.

This role partners closely with regional support leaders, product SMEs, and global operations teams to design and deploy training and quality initiatives that reduce ticket volume, improve resolution accuracy, and drive customer satisfaction. The position requires strong operational experience, continuous improvement mindset, and hands-on leadership to ensure programs scale effectively across diverse geographies and delivery models.

Key Responsibilities

• Own the global strategy for support onboarding, product training, knowledge development, and quality assurance.
• Lead the Global Support Quality & Training team and local QA/Training specialists across regions.
• Ensure global consistency in training and QA standards while enabling necessary localization.

Training Programs & Content Management

• Design and maintain structured onboarding programs for new Support Agents across multiple products and platforms.
• Deliver role‑specific curriculum for L1–L3 support, including troubleshooting methodology and customer communication skills.
• Manage and optimize a global Learning Management System (LMS), including tracking competency and completion.
• Ensure training and written content is translated and validated for multi‑language support teams.
• Partner with Product and Knowledge teams to keep training and documentation current with releases and changes.

Quality Assurance & Coaching

• Create & Own the global support QA framework, including scorecards, evaluation cadence, and calibration routines.
• Provide coaching and development feedback to agents and team leaders to improve performance and customer outcomes.
• Use QA results and customer sentiment trends to drive targeted refresher training and improvement initiatives.

Operational Alignment

• Work closely with Global Operations and Regional Support Leaders to understand support performance gaps and emerging training needs.
• Maintain strong alignment with Product SMEs and Release Management to ensure readiness ahead of product launches.
• Support CX Leadership, ops and shared service support teams to ensure alignment with internal standards and knowledge base.

Analytics & Reporting

• Track and report QA results, onboarding success, time‑to‑competency, and training effectiveness to leadership.
• Use data insights (CSAT, FCR, QA performance, repeat contacts) to recommend programs that improve quality and efficiency.
• Identify trends in ticket drivers to proactively shape learning content and knowledge articles.

Skills & Experience Required

• 7–10 years in global customer support enablement, quality, or training, including leadership experience in a multi‑site support organization.
• Strong operational understanding of Support environments for B2B SaaS or technical products.
• Practical experience implementing and managing an LMS and QA tooling.
• Proven success designing training for multi‑language environments (Europe, Americas, and APAC desirable).
• Experience collaborating with product and engineering teams on knowledge transfer and release readiness.
• Data literacy with ability to connect training and QA outcomes to performance improvements.
• Excellent communication and people engagement skills; able to influence without authority.
• Ability to travel internationally for leadership alignment and program deployment.

Success Measures

• Reduced onboarding time and faster time‑to‑competency
• Improved QA compliance and customer satisfaction results
• Increased accuracy in product troubleshooting across regions
• Measurable reduction in repeat contacts and ticket escalations
• Standardisation of learning and QA across all product support lines

Working for us

At Cyncly, we call our team OneCyncly, a reflection of how we work together as one, united by our purpose: powering businesses that bring spaces to life. Our strength comes from our diversity of experiences, perspectives, and skills — and we thrive when we work together with openness, trust, and respect.

Here, you’ll join a group of colleagues who take ownership, solve problems, and focus on making an impact. We embrace curiosity, welcome new ideas, and see mistakes as opportunities to learn. You’ll have the freedom to work flexibly and autonomously, supported by teammates and leaders who are committed to your growth.

We celebrate the different ways people contribute and encourage everyone — from every background — to bring their authentic self to work. Because when we collaborate, challenge each other, and share what we know, we build something better together.

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