Vp, Customer Support

3 weeks ago

Toronto, Canada Docebo Full time

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.

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

**About This Opportunity**:
The VP, Customer Support develops strategic vision and direction of Docebo’s global Customer Support department. This role is responsible for enabling the team to provide world class support for customers and partners. The position will closely collaborate with various internal stakeholders to build scalable, industry-leading support experiences for Docebo customers.

**Responsibilities**:

- Coach, mentor, and inspire leaders and individual contributors by delivering timely and candid feedback on performance and holding team members accountable to a high level of performance
- Lead by doing. We are not looking for a strategist only, but somebody who is comfortable rolling up his or her sleeves and “showing how it is done best” with a “coaching by example” leadership style
- Operate the team with efficiency and focus on key metrics such as average speed of answer, first contact resolution, resolution time, CSAT, as examples
- Work closely with Sales, Solution Consulting, Account Management and Professional Services to remove friction from the Customer Experience
- Set and manage the team within a budget, partnering with Finance and reporting progress and challenges to executive stakeholders
- Create a culture of success by developing a talent management plan that attracts, mentors, trains, develops, rewards, and retains top talent
- Ensure that issues and escalations are handled efficiently and effectively; collaborate with stakeholders to mitigate customer risk and improve the customer experience
- Provide oversight of best practice management, KPIs, and analytical processes used to report, predict, understand and influence the operational performance of the department
- Identify, recommend, and implement new processes, technologies, and systems to improve and streamline organizational processes and the use of resources and materials
- Ensuring proper communication techniques via QA program and best practices
- Increasing productivity from new hire cohorts via onboarding programImplementing and Owning enablement initiatives to ensure a continuous development of skills, post onboarding (soft skill, product, career)
- Increase ticket deflection via stronger our knowledge-base, community, and university using data to drive decisions

**Requirements**:

- 15+ years relevant service/help desk/customer support experience in a high tech or SaaS environment
- 7+ years of leadership experience; proven leadership skills and ability to lead cross departmental teams unified in consistent execution
- Strong written and verbal communication skills; aptitude for building strong relationships
- Experience managing a global team
- Bachelor's degree preferred
- Understanding of SaaS business models and their overall relationship to Customer Success
- Enthusiastic about technology with demonstrated technical aptitudePassion for delivering best-in-class customer experiences and how it can transform businesses

**Benefits & Perks**
- Inclusive and flexible work environment
- 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)

**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

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