Julia Ribeiro
Technical Support Manager @Docebo
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WORK HISTORY
Technical Support Manager @Docebo
Toronto, ON, CA
Leading a Tier 1 technical support team through periods of change while exceeding key KPIs, and maintaining backlog health and response-time targets.• Building scalable support operations by launching a First Reply Quality framework, revamping macros and SOPs, and improving Zendesk workflows to strengthen response quality and future TTR performance.• Growing and developing team talent by onboarding new hires, mentoring a newly promoted Senior TSA, and supporting multiple promotions into Premium and Tier 2 Support roles.
EDUCATION
George Brown Polytechnic
Certificate, Social Media Marketing & Community Management
Concordia University
Certificate, Creative Writing and Public Relations
UQAM | Université du Québec à Montréal
Cours de Communication Orale - Programme UQAM-MIDI, French Studies
Universidade Federal da Bahia
Bachelor, Communications, Journalism
SKILLS
ABOUT JULIA RIBEIRO
Growth and development-focused leader – Prioritizing the people behind product development and customer support. Proud, multilingual Latina – Bringing an unique perspective to global customer experiences. Slack ambassador and multiplier – Advocating for impactful collaboration tools and practices.🤝 Team player – Who knows how being part of a dream team of talented individuals makes you better every day.As a proud Latina leader fluent in Portuguese and English and proficient in French and Spanish, I bring a unique multicultural perspective and a deep passion for delivering exceptional customer success experiences. With over a decade of experience, my career is built around empathy, innovation, and operational excellence, always driving impactful change that aligns with both customer needs and organizational goals.I thrive on bridging cultural gaps, empowering diverse teams, and leading strategic initiatives that optimize processes, improve efficiency, and elevate satisfaction. Whether reducing customer wait times by 70%, increasing first-contact resolution by 9%, or building career development plans that empower team growth, I deliver measurable results that matter.My approach is rooted in a customer-first mindset, using data-driven strategies and human-centered leadership to create sustainable solutions. I specialize in coaching teams to unlock their full potential, developing career growth frameworks, and advocating for long-term, customer-facing solutions that address complex challenges.By streamlining workflows, enhancing internal knowledge bases, and building strong cross-functional partnerships, I consistently create collaborative environments where teams thrive. I’m passionate about fostering high-performing, multicultural teams and driving transformative change that enhances the customer journey.If you’re looking for a leader who can connect with people from all walks of life, empower teams, and drive customer success through global leadership and impactful change, let’s connect.
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