Auth0 Supportability Manager

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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.

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 :

Strongly Desired Knowledge, Skills, and Abilities :

This role requires in-person onboarding based out of our Chicago office during the first week of 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.

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