Customer Support Strategy - San Francisco, United States - Okta

Okta
Okta
Verified Company
San Francisco, United States

1 week ago

Mark Lane

Posted by:

Mark Lane

beBee recruiter
Description

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 Workforce and Customer Identity Clouds enable secure yet flexible access, authentication, and automation that transforms how people move through the digital world, putting Identity at the heart 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.


The Customer Support Operations Team


As a member of the systems team within Customer Support Operations, you'll be helping to maintain and scale our support systems.

You'll work cross-functionally with Support, Business Technology, and other teams at Okta to help them make informed decisions.


You'll be involved from project inception to design through to project delivery, ensuring that the business requirements are documented and implemented delivering high-quality and relevant customer experiences.


The Customer Support Strategy & Operations, Manager Opportunity

What you'll be doing

  • Owning key projects and initiatives for Support from inception to go live (including requirements gathering, documentation, and user acceptance testing).
  • Drive requirements and implementation of operational and policy strategies, policies, workflow processes and standards.
  • Establish and nurture collaborative relationships with stakeholders across IT, Support, and various departments to foster a culture of teamwork and enhance productivity.
  • Maintain and extend the use of Salesforce and other support systems through ongoing collaboration with the business and technology teams on business requirements.
  • Help to communicate systems changes to Support and be a central point of contact for questions.
  • Manage production support systems issues, troubleshooting, and ensure business continuity.

What you'll bring to the role

  • Bachelor's degree in Business Administration or Information Technology or equivalent experience.
  • Proven track record (5+ years) in customer support operations or a similar role, with a focus on strategy development, process optimization, and team leadership.
  • 3+ years of experience with Salesforce Service Cloud.
  • Excellent communication and interpersonal skills, with the ability to collaborate effectively across departments and levels of the organization.
  • Experience with Jira, Asana, Confluence, Zapier, PagerDuty, Tableau, or similar tools.
  • An understanding of relational databases (MySQL, SQLite, PostgreSQL, SOQL).
  • Familiarity with scripting languages (Python, Javascript, etc.) is a plus.
  • Demonstrated project management skills with the ability to prioritize and manage multiple initiatives simultaneously.
  • Strategic mindset with a passion for delivering exceptional customer experiences.
  • Adaptability and resilience in a fastpaced and evolving environment.
LI-RA1


What you can look forward to as an Full-Time Okta employee

  • Amazing Benefits
  • Making Social Impact
  • Fostering Diversity, Equity, Inclusion and Belonging at Okta
More jobs from Okta
See all jobs of Okta