Support Operations Specialist

About this role

Artificial Intelligence. Actual Impact.

At Docebo, we’re using AI to change how people learn at work—and we mean actually change it. We’re an AI-powered learning platform that helps organizations create, deliver, and manage training all in one place. But our real mission goes deeper: we help teams move faster, work smarter, and focus on the work that truly matters. Our platform is built with intelligent, time-saving tools that personalize learning, eliminate busywork, and turn training from a checkbox into a superpower. The result? Better experiences for learners and real results for businesses.

We’re shaping the future of learning with a team that isn’t afraid to challenge the status quo. If you're excited by the idea of using AI to make work-life better for real people–you’ll feel right at home here. And it’s not just what we build, it’s how we show up. At Docebo, our values aren’t just posters on the wall—they guide how we work every day. We call it the Docebo Heart: trust by default, assume positive intent, and create space for different perspectives to thrive.

So… what are you waiting for? Join 900+ Docebians around the world and help us reinvent the way people learn, because learning never stops.

Artificial Intelligence. Actual Impact.

At Docebo, we’re using AI to change how people learn at work—and we mean actually change it. We’re an AI-powered learning platform that helps organizations create, deliver, and manage training all in one place. But our real mission goes deeper: we help teams move faster, work smarter, and focus on the work that truly matters. Our platform is built with intelligent, time-saving tools that personalize learning, eliminate busywork, and turn training from a checkbox into a superpower. The result? Better experiences for learners and real results for businesses.

We’re shaping the future of learning with a team that isn’t afraid to challenge the status quo. If you're excited by the idea of using AI to make work-life better for real people–you’ll feel right at home here.

And it’s not just what we build, it’s how we show up. At Docebo, our values aren’t just posters on the wall—they guide how we work every day. We call it the Docebo Heart: trust by default, assume positive intent, and create space for different perspectives to thrive.

So… what are you waiting for? Join 900+ Docebians around the world and help us reinvent the way people learn, because learning never stops.

THE ADVENTURE AHEAD 🌍

As a Support Operations Specialist, you will play a central role in managing and optimizing a modern support team that blends a skilled human workforce with a powerful artificial workforce of AI agents. Applying a heavily data-driven approach, your mission is to ensure this entire ecosystem works in perfect harmony to deliver a world-class customer experience. You will have the unique opportunity to master the operational health of our support ecosystem by developing a primary focus on either the human element or the cutting-edge artificial element.

THE DAY-TO-DAY 🛠️

- Optimize the Core: Administer and optimize our core support platforms, managing configurations and workflows to enhance efficiency and explore exciting new capabilities.

- Uncover Insights: Analyze operational data to identify trends, measure performance, and recommend strategic improvements to our support processes and systems.

- Predict the Future: Provide detailed workforce analysis and forecasting to inform scheduling and capacity planning, ensuring we consistently meet our service goals.

- Command the Frontlines: Manage the daily support workforce in real-time by monitoring queues and adjusting agent schedules to seamlessly respond to volume changes.

- Bridge the Gap: Collaborate with cross-functional teams like IT and BI to ensure the seamless integration and functionality of all support platforms.

- Lead with Expertise: Act as a subject matter expert on support systems and workflows, documenting best practices and providing ongoing, inspiring guidance to the team.

- Master the Elements: Focus deeply on either human workforce elements like scheduling, or the artificial workforce through automation analysis, AI configuration, and performance monitoring.

YOUR SUPERPOWERS 🦸

- Experience the Magic: You bring 2+ years of experience in a data-focused analyst role (ideally in customer support), along with a relevant degree or equivalent experience.

- Anticipate the Future: 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.

- Decode the Data: You are data-curious and analytical, highly skilled at translating numbers into clear insights using Excel or Google Sheets to guide decisions.

- Sweat the Small Stuff: You are detail-oriented and methodical, believing that quality lives in the details while maintaining a systematic approach to reliable data.

- Stay Cool Under Pressure: You are decisive and composed, easily making quick, informed decisions based on the data at hand even when things are moving incredibly fast.

- Champion the Customer: You are customer-focused and responsible, feeling a strong sense of ownership in balancing operational needs with delivering an excellent service experience.

- Wield the Tools: 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.

OUR INTERVIEW PROCESS 🤝

- Step 1: We’ll kick things off with a 30-minute video call with a member of our Talent team. We’ll get to know you, share more about the role and team, and make sure we’re aligned.

- Step 2: A 30-minute video call with the hiring manager, where they’ll dig deeper into your experience, approach, and what excites you most about this opportunity.

- Step 3: A 30-minute technical and operational deep-dive to showcase your data-analysis skills,…