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. 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, i…