About the role

Support Operations Specialist managing hybrid teams of AI and human agents; enhancing customer experience through data-driven decisions and workflow optimizations.

Responsibilities

Administer and optimize our core support platforms, managing configurations and workflows to enhance efficiency and explore exciting new capabilities.
Analyze operational data to identify trends, measure performance, and recommend strategic improvements to our support processes and systems.
Provide detailed workforce analysis and forecasting to inform scheduling and capacity planning, ensuring we consistently meet our service goals.
Manage the daily support workforce in real-time by monitoring queues and adjusting agent schedules to seamlessly respond to volume changes.
Collaborate with cross-functional teams like IT and BI to ensure the seamless integration and functionality of all support platforms.
Act as a subject matter expert on support systems and workflows, documenting best practices and providing ongoing, inspiring guidance to the team.
Focus deeply on either human workforce elements like scheduling, or the artificial workforce through automation analysis, AI configuration, and performance monitoring.

2+ years of experience in a data-focused analyst role (ideally in customer support), along with a relevant degree or equivalent experience.
You are proactive and forward-thinking, armed with a natural curiosity for how systems work and a drive to improve them before issues ever arise.
You are data-curious and analytical, highly skilled at translating numbers into clear insights using Excel or Google Sheets to guide decisions.
You are detail-oriented and methodical, believing that quality lives in the details while maintaining a systematic approach to reliable data.
You are decisive and composed, easily making quick, informed decisions based on the data at hand even when things are moving incredibly fast.
You are customer-focused and responsible, feeling a strong sense of ownership in balancing operational needs with delivering an excellent service experience.
You have hands-on experience with enterprise support platforms like Zendesk, and you are well-versed in WFM principles like scheduling, resource planning, or data reporting tools.

Financial Wellness: Own a piece of Docebo through our Employee Share Purchase Plan (ESPP) at a 15% discount, plus a competitive compensation package.
Your Well-Being, Covered: You’ll get access to health benefits, so you can get the care you need when you need it.
Rest, Relax, Repeat: Rest and recharge with paid vacation days, two company-wide Docebo Days, floating holidays for cultural celebrations, and your birthday off!
Family First: We provide coverage offering you time with your little one(s) so you can soak up all those precious moments. Fun fact: we had 30 Docebian babies join the family in 2025!
Connections That Count: Connect with global communities through our Employee Resource Groups (including PRIDE, DWA, BIDOC, and Green Ambassadors) and company-wide events that keep the fun rolling all year long.