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About the Role

As a Support Operations Specialist, you will manage and optimize a modern support team that blends a skilled human workforce with a powerful artificial workforce of AI agents. Your mission is to ensure this entire ecosystem works in perfect harmony to deliver a world-class customer experience by focusing on either the human or artificial element of our support operations.

Responsibilities

• Administer and optimize core support platforms, managing configurations and workflows.
• Analyze operational data to identify trends, measure performance, and recommend strategic improvements.
• Provide detailed workforce analysis and forecasting for scheduling and capacity planning.
• Manage the daily support workforce in real-time by monitoring queues and adjusting agent schedules.
• Collaborate with cross-functional teams like IT and BI to ensure seamless integration of support platforms.
• Act as a subject matter expert on support systems and workflows, documenting best practices and providing guidance.
• Focus deeply on either human workforce elements like scheduling, or the artificial workforce through automation analysis, AI configuration, and performance monitoring.

Requirements

• 2+ years of experience in a data-focused analyst role, ideally in customer support.
• Proactive and forward-thinking with a natural curiosity for systems and a drive to improve them.
• Data-curious and analytical, skilled at translating numbers into clear insights.
• Detail-oriented and methodical with a systematic approach to reliable data.
• Decisive and composed, able to make quick, informed decisions under pressure.
• Customer-focused and responsible, with a strong sense of ownership in balancing operational needs and service experience.
• Hands-on experience with enterprise support platforms like Zendesk.
• Well-versed in WFM principles like scheduling, resource planning, or data reporting tools.

Skills

• Excel
• Google Sheets
• Zendesk
• Workforce Management (WFM) principles
• Scheduling
• Resource planning
• Data reporting

Location

• Remote
• Hybrid

Work Type

• Hybrid
• Full-time

Experience Level

• 2+ years

Education Level

• Relevant degree or equivalent experience

Salary/Compensations

• Competitive compensation package

Benefits

• Employee Share Purchase Plan (ESPP) at a 15% discount
• Health benefits
• Paid vacation days
• Two company-wide Docebo Days
• Floating holidays
• Birthday off
• Paid parental leave
• Access to Employee Resource Groups (PRIDE, DWA, BIDOC, Green Ambassadors)
• Company-wide events

About the Company

• Docebo is an AI-powered learning platform that helps organizations create, deliver, and manage training.
• The company's mission is to help teams move faster, work smarter, and focus on what truly matters.
• Docebo's platform uses intelligent, time-saving tools to personalize learning and eliminate busywork.
• The company values include trust by default, assume positive intent, and create space for different perspectives.
• Docebo has over 900 employees globally.
• Docebo creates seamless, AI-powered learning experiences for over 3,000 customers worldwide.
• The company has achieved two IPOs (TSX: DCBO & NASDAQ: DCBO).
• Docebo has been recognized as a top SaaS e-learning solution and is growing exponentially.
• Docebo has offices across North America, EMEA, and APAC.
• The company's core values are Grow Together Win Together, Build with Our Customer, Clear is Kind, Own Outcomes, Progress Over Perfection.

Equal Opportunity

• Docebo is an Equal Employment Opportunity employer committed to diversity and inclusion.
• All qualified applicants and employees will receive consideration for employment regardless of race, colour, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, citizenship status, age, disability, genetic information, or any other category protected under applicable law.
• As a federal contractor, Docebo is committed to affirmative action and equal employment opportunity for protected veterans and individuals with disabilities.
• Docebo does not discriminate because of protected veteran status or on the basis of disability.
• Docebo takes affirmative action to employ and advance in employment qualified protected veterans and individuals with disabilities.
• Individuals requiring reasonable accommodation or wishing to voluntarily disclose a disability or protected veteran status should send an email to recruiting_accommodations@docebo.com, including the position of interest.