Get to know Okta
Okta is The World’s Identity Company. We free everyone to safely use any technology, anywhere, on any device or app. Our flexible and neutral products, Okta Platform and Auth0 Platform, provide secure access, authentication, and automation, placing identity at the core of business security and growth.
At Okta, we celebrate a variety of perspectives and experiences. We are not looking for someone who checks every single box - we’re looking for lifelong learners and people who can make us better with their unique experiences.
Join our team! We’re building a world where Identity belongs to you.
Position Description:
The Auth0 Supportability Manager will have the opportunity to make an immediate impact on a new growing team by working cross-functionally with Product and Engineering to remove customer friction points and manage new product releases to ensure the Support Delivery Team is ready to support customers.
Partner with Support Delivery to represent the voice of the customer and communicate their needs and use cases back to Product & Engineering to build more supportable products and reduce customer support cases. The candidate will be the single point of contact between Product & Engineering and Customer Support for their assigned Supportability and Release Readiness Initiatives.
You’ll be responsible for knowing the product roadmap and working cross-functionally to assess the impact of each release on Customer Support. Working with teams globally, this role will strive towards success in key Support metrics including: Customer Satisfaction, Time to Resolve, Escalation Effectiveness, Skill based metrics, etc.
Job Duties and Responsibilities:
- Reduce customer friction points within the product in order to drive customer satisfaction, retention, and adoption
- Eliminate case volume, enabling Customer Support to scale proportionally with business growth
- Engage early in SDLC with GTM, PM, Launch Ops, and Support Delivery on release readiness efforts
- Facilitate and drive meetings with Support Delivery and Product & Engineering teams on customer impacting supportability & release initiatives
- Create a strong, data driven model to isolate top case (Support and Engineering) drivers and maintain a top supportability initiatives list by Engineering Pillar
- Proactively drive customer product experience improvements with Engineering stakeholders, based on analysis of customer feedback
- Own key projects and manage various initiatives within and beyond Support, across multiple teams; taking a hands-on approach to unblock progress, introduce efficiencies, and deliver outcomes
- Ensure Customer Support Engineers have the necessary troubleshooting tools and permissions to drive fast case resolution
- Determine prioritization of initiatives based on impact, outcome, and ROI
- Adapt and successfully switch focus across a spectrum of small, quick wins, to lengthy and complex programs as priorities change in a fast-paced environment
Minimum Knowledge, Skills, and Abilities:
- 3+ years technical support, business process operations, or product operations/development/management experience
- 1+ years of experience with Data, Analytics, ML & AI
- Ability to analyze data and surface insights to advocate on behalf of customers and drive decision making to improve products and processes
- Excellent relationship management, customer service and communication skills (verbal and written) at all levels of an organization
- Experience in managing and rolling out large scale processes
- Ability to work independently with little direct supervision and as a part of a team
- Able to work cross functionally in proposing solutions for the betterment of the customer experience
- Ability to work a flexible schedule as needed given the range of time zones covered (NAM, JP, AP, EMEA)
Strongly Desired Knowledge, Skills, and Abilities:
- 3+ years of customer success experience in SaaS organization
- Solid understanding of Customer Support including processes like Case Handling, Case Reviews, Follow-the-sun, escalation processes, 3rd party support processes, CSAT/DSAT Reviews, Global queue management, escalations, language support, plus more
- Deep understanding of Process Improvement, Decision Making, Project Planning, and Analyzing Information
- Ability to provide feedback based on case analysis to the engineering product team that feeds into reactive (e.g. bug fixes) as well as proactive/predictive (e.g. auto-healing) product development work to drive reduction in support volumes
This role requires in-person onboarding based out of our Chicago office during the first week of onboarding.
#LI-MM1
#LI-Hybrid
P6441_3243654
Below is the annual On Target Compensation (OTE) range for candidates located in California, Colorado, New York and Washington. Your actual OTE, which is inclusive of base salary and incentive compensation, will depend on factors such as your skills, qualifications, experience, and work location. In addition, Okta offers equity (where applicable) and benefits, including health, dental and vision insurance, 401(k), flexible spending account, and paid leave (including PTO and parental leave) in accordance with our applicable plans and policies. To learn more about our Total Rewards program please visit: https://rewards.okta.com/us.
What you can look forward to as a Full-Time Okta employee!
- Amazing Benefits
- Making Social Impact
- Developing Talent and Fostering Connection + Community at Okta
Okta cultivates a dynamic work environment, providing the best tools, technology and benefits to empower our employees to work productively in a setting that best and uniquely suits their needs. Each organization is unique in the degree of flexibility and mobility in which they work so that all employees are enabled to be their most creative and successful versions of themselves, regardless of where they live. Find your place at Okta today! https://www.okta.com/company/careers/.
Some roles may require travel to one of our office locations for in-person onboarding.
Okta is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, marital status, age, physical or mental disability, or status as a protected veteran. We also consider for employment qualified applicants with arrest and convictions records, consistent with applicable laws.
If reasonable accommodation is needed to complete any part of the job application, interview process, or onboarding please use this Form to request an accommodation.
Okta is committed to complying with applicable data privacy and security laws and regulations. For more information, please see our Personnel and Job Candidate Privacy Notice at https://www.okta.com/legal/personnel-policy/.
Top Skills
What We Do
Okta is the leading independent identity provider. The Okta Identity Cloud enables organizations to securely connect the right people to the right technologies at the right time. With more than 7,000 pre-built integrations to applications and infrastructure providers, Okta provides simple and secure access to people and organizations everywhere, giving them the confidence to reach their full potential. More than 10,000 organizations, including JetBlue, Nordstrom, Siemens, Slack, T-Mobile, Takeda, Teach for America, and Twilio, trust Okta to help protect the identities of their workforces and customers.
.png)
