Tier 2 Support Manager Jobs

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So what are you waiting for? Apply today! Join 800+ global Docebians and change the way people learn.

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

About This Opportunity:

As a Docebo Manager of Technical Support, you are responsible for managing the day to day operations of a core team within the Support organization. As a leader you will ensure that a Standard Operating Procedure is built in repeatable fashion to ensure we can mitigate and prevent escalations, dazzle and delight our customers, and provide an exceptional employee experience. in the future. You will work closely with other Support Leaders and Team Members to define targets and objectives for the department and business. As an instrumental member of the Support Leadership team you will build knowledge and relationships with other departments and our largest, strategic Docebo customers. You will help lead the charge in developing and growing a world class support organization by ensuring high customer satisfaction as measured by positive trends in NPS/CSAT and client retention.

Responsibilities:

• Identifying, managing and executing Technical Support strategic projects and initiatives
• Effectively servicing client management escalations in line with accepted best practices and processes, collaborating with other departments on necessary next steps
• Project Managing and acting as the Support Liaison for new feature/product Go-To-Market strategies
• Supporting the recruitment, training and development of the Docebo Support Team ensuring world-class support for Docebo’s customers
• Providing leadership to the Support team by mentoring Support Analysts and Team Leads, particularly in the development of customer service, time management, problem solving skills, and leadership skills
• Managing performance and growth plans of team members, working with them to develop and implement individual career development plans.
• Developing measures and managing customer support metrics such as quality of service, close rates, response times, and teamwork.
• Communicating and developing relationships with the Product, Development, Services, and Sales teams to prioritize and address high priority technical issues.
• Building strong working relationships with our clients and acting as a level of escalation for any high and critical issues

Requirements:

• You love working in an agile environment and can roll with the punches
• You pride yourself on the ability to foster positive and inclusive work environments
• You are an effective communicator with the ability to manage and implement change in a dynamic environment.
• Must have exceptional organizational, time management and multi-tasking skills
• You are energetic and enjoy working in a fast-paced environment
• You have the ability to empathize with customers and convey confidence, displaying superb listening skills, and verbal and written communication skills.
• You have 2+ years experience leading remote teams in a customer or technical support setting.
• You have a demonstrated ability to lead a team in a highly demanding, fast-paced environment.
• You take ownership of your work and continuously strive for improvement
• Must have the ability to work efficiently and effectively under stress and within tight deadlines.
• You are eager to develop a technical understanding of the Docebo solutions.
• You have a demonstrated expertise in improving and managing Technical Support processes and methodologies

Benefits & Perks 😍

• WeWork partnership and “Work from Anywhere” program
• 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)
• Generous Vacation Policy, plus 2 extra floating holidays to use for religious or cultural events that matter to you

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.