Technical Support Supervisor

Hey you \uD83D\uDC4B Want to work for one of the fastest growing SaaS companies in the world? \uD83D\uDCC8

We’re building the next generation of learning software that companies like AWS, Netflix, Opentable and L’Oreal rely on to deliver training \uD83D\uDCBB We believe learning is for everyone, and that we all have something we can learn from each other. We rely on one another to continuously innovate our products and processes to create an exceptional experience for our employees, customers and partners.

Still not sure? We are a culture where values are at the center of everything we do. We also embody what we call the
**Docebo Heart**. We trust our teammates, assume the best of one another, and also hold space for all the differences that make us better. \uD83D\uDC99

Are you ready to be a part of the learning revolution? \uD83D\uDE80

**About This Opportunity**:
Why this job is important:
In this role, you will help coach, mentor and develop the skills the technical support analyst team needs to be successful and to deliver an incredible experience to customers

**Responsibilities**:

- Managing the interviewing and development of the Technical Support team, ensuring industry leading support for Docebo’s customers
- Providing leadership and guidance to the Support team by mentoring Technical Support Analysts and team members, particularly in the development of customer service, time management, and problem solving skills
- Managing performance and growth plans of team members, working with them to develop and implement individual career development plans
- Effectively servicing client management escalations in line with accepted best practices and processes, collaborating with other departments on necessary next steps
- Developing, measuring and managing customer support metrics such as quality of service, close rates, response times, and teamwork
- Communicate and develop relationships with the Product, Development, Services, Sales, and Customer Success teams to prioritise and address high priority technical issues
- Identifying, managing and executing Technical Support strategic projects and initiatives

**Requirements**:

- You have 2+ year experience leading teams ideally in a customer or technical support setting
- You have demonstrated ability to lead a team in a highly demanding, fast-paced environment
- You are an effective communicator with the ability to manage and implement change in a dynamic environment
- You have the ability to empathise with customers and convey confidence, displaying have superb listening skills, and verbal and written communication skills
- You have demonstrated expertise in improving and managing Technical Support processes and methodologies
- You have the ability to work efficiently and effectively under stress and within tight deadlines
- You have exceptional organisational, time management and multitasking skills
- You have the ability to develop a technical understanding of the supported Docebo solution
- Experience in a Software as a Service (SaaS) environment.
- Docebo products experience
- Zendesk, Salesforce, or Jira experience

**Benefits & Perks** \uD83D\uDE0D
- Generous Vacation Policy, plus 2 extra floating holidays to use for religious or cultural events that matter to you
- Employee Share Purchase Plan
- Career progression/internal mobility opportunities
- Four employee resource groups to get involved with (the Docebo Women's Alliance, PRIDE, BIDOC, and Green Ambassadors)
- WeWork partnership and “Work from Anywhere” program

**About Docebo** \uD83D\uDC99

Here at Docebo, we power learning experiences for over 3000 customers around the world with our easy-to-use, AI-powered Suite designed to close the enterprise learning loop. We have successfully achieved 2 IPOs (TSX: DCBO & NASDAQ: DCBO), been recognized as a Top SaaS e-learning Solution, and are growing exponentially in the process.

Docebo is a global company with offices in North America, EMEA, APAC and more. Our people believe in six core values, simply defined and manifested in everything we do