Full-Time

Customer Support Strategy & Operations

Manager

Posted on 5/6/2024

Okta

Okta

5,001-10,000 employees

Extensible identity platform with numerous integrations


Compensation Overview

$128,000 - $192,000Annually

+ Equity + Bonus

Senior

San Francisco, CA, USA

Required Skills
Python
Communications
MySQL
Tableau
Salesforce
JIRA
Asana
Confluence
Zapier
Requirements
  • 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 fast-paced and evolving environment
Responsibilities
  • 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
  • Act as the subject-matter expert and provide answers, guidance, and help to the Support teams
  • Manage production support systems issues, troubleshooting, and ensure business continuity

Okta provides a neutral and extensible Identity platform with 7,000+ integrations, offering powerful and flexible identity solutions for various industries and use cases, prioritizing identity at the core of technology stacks.

Company Stage

IPO

Total Funding

$1.2B

Headquarters

San Francisco, California

Founded

2009

Growth & Insights
Headcount

6 month growth

0%

1 year growth

10%

2 year growth

39%