Support Operations Specialist

Docebo•Toronto, ON

8d•CA$51,300 - CA$60,000•Hybrid

About The Position

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.

Requirements

2+ years of experience in a data-focused analyst role (ideally in customer support), along with a relevant degree or equivalent experience.
Proactive and forward-thinking, armed with a natural curiosity for how systems work and a drive to improve them before issues ever arise.
Data-curious and analytical, highly skilled at translating numbers into clear insights using Excel or Google Sheets to guide decisions.
Detail-oriented and methodical, believing that quality lives in the details while maintaining a systematic approach to reliable data.
Decisive and composed, easily making quick, informed decisions based on the data at hand even when things are moving incredibly fast.
Customer-focused and responsible, feeling a strong sense of ownership in balancing operational needs with delivering an excellent service experience.
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.

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.