Support Operations Specialist

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.

Summary:

The modern support team is a blend of two critical assets: a skilled human workforce and a powerful artificial workforce of AI agents. This role is central to managing and optimizing both. The Support Operations Specialist is responsible for the operational health of this entire ecosystem, applying a data-driven approach to ensure both work in harmony to deliver a world-class customer experience. While our Support Operations team collectively manages this blended workforce, each specialist develops a primary focus on either the human or the artificial element, as detailed below.

Primary responsibilities, including but not limited to:

Our specialists focus on managing either our human or artificial workforce. Those centered on the human element concentrate on workforce forecasting, real-time management, and agent scheduling. Specialists focused on the artificial workforce are deeply engaged in automation analysis, AI configuration, and performance monitoring.

While each specialist has a primary domain, both contribute to shared responsibilities for the overall health and efficiency of our support operations.

Key responsibilities include:

• Administer and optimize our core support platforms, managing configurations and workflows to enhance efficiency and explore new capabilities.

• Analyze operational data to identify trends, measure performance, and recommend strategic improvements to support processes and systems.

• Provide detailed workforce analysis and forecasting to inform scheduling and capacity planning to consistently meet service goals.

• Manage the daily support workforce in real-time, monitoring queues and adjusting agent schedules to respond to volume changes.

• Collaborate with cross-functional teams like IT and BI to ensure 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 guidance to the team.

What it takes to be successful:

• Proactive & Forward-Thinking: You don't just fix problems; you anticipate them. You have a natural curiosity for how systems work and are always looking for ways to improve them before issues arise.

• Data-Curious & Analytical: You enjoy digging into data to understand the 'why' behind the numbers. You're skilled at translating data into clear insights that help guide decisions.

• Detail-Oriented & Methodical: You believe that quality is in the details. You have a systematic approach to your work and a commitment to maintaining accurate and reliable data.

• Decisive & Composed: You are comfortable making quick, informed decisions based on the data at hand, especially when things are moving fast.

• Customer-Focused & Responsible: You understand that your work directly impacts the customer experience and feel a strong sense of ownership in balancing operational needs with the goal of providing excellent service.

Education and Experience:

• 2+ years in a data-focused analyst role (ideally in customer support), with a relevant degree or equivalent experience.

• Experience with workforce management principles like scheduling and resource planning.

• Proficiency in Excel or Google Sheets for data analysis and reporting.

• Hands-on experience with enterprise support platforms (e.g., Zendesk) and familiarity with WFM or data reporting tools.

Docebo is focused on nurturing a culture of inclusivity that ensures every employee feels valued and respected. We are dedicated to helping every team member succeed and bring their unique perspectives to the team.

Recognizing and rewarding the outcomes and behaviours that shape the future of learning.

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.
  

• 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.

• Fri-Yay: Kick off your weekends early with 4:30 PM Fridays (eligible employees only).

• Swag Central: Look fresh with your new-hire swag and enjoy access to our internal swag store to stay branded year-round.

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 six core values—Innovation, Simplicity, Accountability, Togetherness, Curiosity, and Impact—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. Apply today!

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.