Senior Manager, Customer Support

6 days ago

San Francisco, California, United States Okta, Inc. Full time

Job Summary:

The Okta Customer Support Team is focused on delivering exceptional customer experiences by advocating on behalf of customers, resolving technical issues, and maintaining high-quality service. As the Senior Manager, you will lead the day-to-day operations of the Support team, growing, developing, and motivating a team of technical experts. Your ultimate goal is to contribute to an unparalleled customer experience, coupled with excellent efficiency and efficacy.

Key Responsibilities:

  • Deliver exceptional partner and customer satisfaction, meeting or exceeding operational and satisfaction targets.
  • Build tools and processes to proactively identify and reactively respond to technical assistance needs.
  • Lead engagement with the Development Engineering team, including bug reporting and resolution processes.
  • Conduct case reviews to accelerate closure of support cases and identify case handling issues, providing feedback to engineers and management as needed.
  • Build a team and deliver against people goals, such as employee growth, retention, and satisfaction.
  • Ensure team readiness for supporting new products and services.
  • Measure, maintain, and improve delivery processes to increase efficiency and customer experience.
  • Plan staffing requirements and hire skilled team members to meet business goals.
  • Provide regular employee coaching and ongoing guidance to help employees achieve career development aspirations.
  • Analyze data and surface insights from escalations to advocate on behalf of customers, drive decision-making to improve products and processes, and drive long-term customer and partner loyalty.
  • Participate in production incident on-call rotation.
  • Partner with the escalations team to drive high-priority escalated customer issues to resolution.

Requirements:

  • 7+ years of experience in technical support and 5+ years in a managerial capacity.
  • Bachelor's Degree, preferably in a technical discipline or relevant professional experience. Master's degree/MBA is a plus.
  • A strategic thinker with strong operational excellence skills to drive strong execution of the team's vision and operational metrics.
  • Strong oral and written communication skills and ability to collaborate with a wide variety of individuals.
  • Ability to influence others, including those outside of the immediate team.
  • Ability to handle conflict and drive agreement on decisions for which conflicting opinions and input exist.
  • Strong, data-driven problem resolution and decision-making skills.
  • Ability to proactively identify risks and dependencies and put in place plans to mitigate them.
  • Adaptability, flexibility, and the conviction to do the right thing under stress, high tension, and tight deadlines.
  • Experience with, or understanding of, large-scale software deployments.
  • Strong work ethic and ability to work in a dynamic environment.

Okta's Core Leadership Competencies:

  • Builds Effective Teams: Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals.
  • Demonstrates Self-Awareness (EQ): Using a combination of feedback and reflection to gain productive insight into personal strengths and weaknesses.
  • Develops Talent: Developing people to meet both their career goals and the organization's goals.
  • Drives Results: Consistently achieving results, even under tough circumstances.
  • Strategic Mindset: Seeing ahead to future possibilities and translating them into breakthrough strategies.

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