Are you a visionary leader who likes to build and develop high-performing teams? Are you a tireless customer champion? If so, we want you as Director, Customer Support, Platform Performance and Escalations at Okta.
Okta’s customer support team is focused on making Okta customers, developers and partners succeed by advocating on their behalf, solving technical problems and challenges, and maintaining the high-quality service they expect.
As the global platform performance support team leader reporting to the VP of Customer Support, you will grow, develop and motivate a team of technical experts and lead the day-to-day operations of the global support team. You’ll work across the entire Okta product suite, working hand-in-hand with the Customer First, Customer Care, Engineering and Product Management teams.
You will handle escalations, work with our delivery partners and Okta resources, track and facilitate follow-up case management and general day-to-day customer service operations.
Daily operations include facilitating case resolution, driving high customer satisfaction, spearheading engagement with cross-functional teams, including customer success managers, development engineering, and sales. The end results you will contribute to are an unmatched customer experience coupled with excellent efficiency and effectiveness.
DUTIES AND RESPONSIBILITIES
Monitor excellence of support for the performance of the global delivery product platform
Manage and monitor the escalation feature in Okta
Work closely with cross-functional regional teams and partners to drive a great customer experience
Oversee support staff in the region, including remotely-located direct reports and parent management
With the vendor management feature, work with vendor partners in executing the delivery of support.
Deliver excellent customer and partner satisfaction and meet / exceed all operational and satisfaction goals.
Conduct case reviews to help expedite the closure of support cases and identify case management issues; provide feedback to engineers and management, as required.
Build a team and meet people’s goals like growth, retention, and employee satisfaction.
Innovate by working closely with the engineering team to optimize the case management process to drive a model based on proactivity in the detection and resolution of customer problems.
Ensure team readiness to support new products and services.
Measure, maintain and improve delivery processes to increase efficiency and the customer experience.
Plan staffing requirements and hire skilled team members to meet business objectives.
Provide regular employee training and ongoing guidance to help them achieve their career development aspirations.
Analyze data and insights emerging from escalations to advocate for customers, drive decision making to improve products and processes, and drive long-term customer and partner loyalty.
Participate in production incident on-call rotation for customer communications about trust-related events.
Partner with the escalation team to drive resolution of escalated issues from high priority customers
More than 5 years of experience in technical support managerial capacity.
Experience working in support within a SaaS offering.
Bachelor’s degree, preferably in a technical discipline. Master / MBA is an advantage.
A strategic thinker, capable of finding out-of-the-box solutions, while also having strong operational excellence skills to be able to drive strong execution of the team’s vision and operational metrics.
Work independently promoting improvement initiatives
Strong oral and written communication skills and be effective in collaborating with a wide variety of people.
Experience in handling highly visible climbs
Ability to influence others, including those outside the immediate team.
Ability to manage conflicts and promote agreement on decisions for which there are contradictory opinions and contributions.
Strong data-driven decision-making and problem-solving skills.
Ability to proactively identify risks and dependencies and implement plans to mitigate them.
Adaptability, flexibility and the conviction to “do the right thing” under stress, high tension and tight deadlines.
Experience or understanding of large-scale software implementations.
You must be a strong leader with the ability to attract, motivate, retain and develop people.
Familiarity with the identity or security management industry is a great asset.
Strong work ethic and ability to work in a dynamic environment.
Okta is an equal opportunity employer
Okta is rethinking the traditional work environment, giving our employees the flexibility to be their most creative and successful versions of themselves, no matter where they are. We allow a flexible approach to work, that is, for roles where it makes sense, that is, you can work from the office or from home, regardless of where you live. Okta invests in the best technologies and provides flexible benefits and collaborative work environments / experiences, enabling employees to work productively in an environment that is best and uniquely suited to their needs.
Find your place at Okta okta.com/company/careers/.
By submitting an application, you agree to the retention of your personal data for consideration for a future position at Okta. You can find more details about Okta’s privacy practices at: okta.com/privacy-policy.
Tagged as: product
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