Support Operations Specialist

📋 Description

• Optimize core support platforms; manage configurations and workflows.
• Analyze operational data to identify trends and improve processes.
• Provide workforce analysis and forecasting for scheduling and capacity.
• Manage daily support workforce in real-time; adjust schedules.
• Collaborate with IT and BI for seamless platform integration.
• Document best practices and guide the team on workflows.

🎯 Requirements

• 2+ years in a data-focused analyst role (customer support preferred)
• Proactive, forward-thinking with curiosity about systems
• Data-driven; able to translate numbers into clear insights using Excel or Google Sheets
• Detail-oriented with a systematic approach to data
• Decisive and composed under pressure; quick data-driven decisions
• Hands-on with Zendesk and WFM (scheduling, planning, reporting)

🎁 Benefits

• Hybrid work: three days in the office Tue-Thu, with flexibility the rest of the week
• Competitive compensation package
• Health benefits
• Employee Share Purchase Plan ESPP with 15 discount
• Paid vacation, Docebo Days, floating holidays, birthday off
• Employee Resource Groups and global events