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:

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.

Effectively servicing client management escalations in line with accepted best practices and processes, collaborating with other departments on necessary next steps.

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.

Identifying, managing and executing Technical Support strategic projects and initiatives.

Project Managing and acting as the Support Liaison for new feature/product Go-To-Market strategies

Requirements:

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 are an effective communicator with the ability to manage and implement change in a dynamic environment.

You have the ability to empathize with customers and convey confidence, displaying superb listening skills, and verbal and written communication skills.

You have a demonstrated expertise in improving and managing Technical Support processes and methodologies.

Must have the ability to work efficiently and effectively under stress and within tight deadlines.

Must have exceptional organizational, time management and multi-tasking skills.

You are eager to develop a technical understanding of the Docebo solutions.

FedRAMP Requirements:

Experience within Technology Risk Management, Compliance, and Information Security

Experience with compliance frameworks and federal security standards like FedRAMP, FISMA, NIST SP 800-53, SOC2, ISO 27001, RMF

Working knowledge of NIST SP 800-53 concerning cloud technologies, architectures, and services

Experience performing FedRAMP assessments, authorization, and continuous monitoring (ConMon) of cloud service offerings