Manager, Technical Support (North America)

Hey you! 👋  Want to work for one of the fastest growing SaaS companies in the world? 📈

We’re building the next generation of learning software that companies like AWS, Netflix, Opentable and L’Oreal rely on to deliver training 💻 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. 💙

So what are you waiting for? Apply today! Join 900 global Docebians and change the way people learn. 

Are you ready to be a part of the learning revolution? 🚀

About This Opportunity:

As the Manager of Technical Support at Docebo, you will lead a team of Tier 1 Technical Analysts, overseeing their daily operations and professional growth. Your role will involve coaching and mentoring team members to enhance both their performance and career progression. In addition to fostering development, you will drive productivity and ensure exceptional customer support, reflected in high customer satisfaction.

Please note the hours for this role are 10am-7pm EST.

• Support the recruitment and development of the Docebo Support Team to ensure world-class service 
• Mentoring Support Analysts and Team Leads, enhancing their customer service, time management, problem-solving, and leadership skills.
• Manage the performance and growth plans of team members, collaborating with them to develop and implement individual career development plans.
• Facilitate weekly one on ones with each team members as well as weekly Team Meetings
• Effectively own client escalations collaborating with other departments on necessary actions.
• Foster relationships with the Product, Development, Services, and Sales teams to prioritize and resolve high-priority technical issues.
• Build strong working relationships with clients, serving as a point of escalation for high and critical issues.
• Identify, manage, and execute Technical Support strategic projects and initiatives to enhance service delivery.
• Act as the Support Liaison for new feature/product Go-To-Market strategies, ensuring smooth implementation and support processes.

• Leadership Experience: 2 years of experience leading remote teams in a customer or technical support setting, with a proven ability to thrive in fast-paced environments.
• Coaching: Proven track record of expertise in coaching skills, employee development, and difficult conversations 
• Effective Communication: Strong communication skills with the ability to manage and implement change in dynamic environments.
• Empathy and Confidence: Ability to empathize with customers and team members, convey confidence, and display superb listening and communication skills (both verbal and written).
• Process Improvement Expertise: Demonstrated experience in improving and managing Technical Support processes and methodologies.
• Stress Management: Ability to work efficiently and effectively under pressure and within tight deadlines.
• Organizational Skills: Exceptional organizational, time management, and multitasking abilities to handle multiple responsibilities effectively.
• Technical Understanding: Eager to develop a technical understanding of Docebo solutions and enhance team capabilities.

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.

Benefits & Perks 😍

-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

Hybrid Office Model 🏢

We believe when people are together, they develop deeper relationships and accelerate innovation. Because of this, all Docebo employees worldwide are “hybrid.” We encourage in-person collaboration while supporting work-from-home when employees need dedicated focus time, allowing Docebians to do their best every day. Each team leader is able to decide how often their teams come into the office, considering the needs of the team and the employee’s needs. Our Talent Acquisition team will let you know about the role you are applying for and the hybrid details during the first interview.

About Docebo 💙

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 - Innovation, Simplicity, Accountability, Togetherness, Curiosity, and Impact. If this sounds like you, now is your time to join one of the fastest-growing learning technology companies on the market. 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, color, 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.

Any individuals requiring a reasonable accommodation to assist with their job search or application for employment should send an e-mail to recruiting_accommodations

(at) docebo.com. The e-mail should include a description of the requested accommodation and the position you’re applying for or interested in.