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, systems knowledge, and how you approach real-world workforce challenges. * Step 4: A final 30-minute culture and values alignment conversation with a cross-functional leader to ensure you are ready to thrive in the Docebo environment. OUR HYBRID WORK PHILOSOPHY 🤝 Great work can happen anywhere but coming together helps us go further. Our team spends three days a week in the office (Tuesday-Thursday) to collaborate, solve problems, and learn from each other. With flexibility the rest of the week, it’s a balance designed to help everyone do their best work and keep growing. OUR TOTAL REWARDS PHILOSOPHY 🎉 Our Total Rewards Philosophy centers around three core areas to reward and care for our People: * Rewarding Impact: We lead with competitive pay to reward the impact, skills and traits that fuel our success. * Fostering Holistic Wellbeing: We care deeply about and invest in the whole person with programs that support our people’s physical, mental, and financial well-being. * Empowering Our Talent Culture: We build a culture of trust and empowerment by designing our rewards and benefits with transparency, equity, and flexibility, enabling our people to do their best work and stay for the long haul. OUR PROMISE TO YOU 😍 * 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. ABOUT DOCEBO 💙 At Docebo, we create seamless, AI-powered learning experiences for over 3,000 customers worldwide. We have successfully achieved two IPOs (TSX: DCBO & NASDAQ: DCBO), been recognized as a top SaaS e-learning solution, and are growing exponentially in the process. We're a global company, with office across North America, EMEA, APAC, and beyond. Our team is guided by five core values—Grow Together Win Together, Build with Our Customer, Clear is Kind, Own Outcomes, Progress Over Perfection—that shape everything we do. If this resonates with you, now is the perfect time to join one of the fastest-growing learning technology companies in the world. Docebo is an Equal Employment Opportunity employer. We are committed to diversity and inclusion in our workforce. All qualified applicants and employees will receive consideration for employment regardless of their 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 the principles of 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, and Docebo takes affirmative action to employ and advance in employment qualified protected veterans and individuals with disabilities. Any individuals requiring a reasonable accommodation or would like to voluntarily disclose a disability or protected veteran status to assist with their employment application should send an e-mail to [email protected]. The email should also include the position you’re interested in.