Job 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 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.
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.
Get to know the team
You'll be joining our Okta Customer Acceleration organization, a high-impact team focused on defining and optimizing the self-service journey for our customers across Knowledge, Online Support, and Communities. Our mission is to transform the customer experience by enabling efficient, accurate, and engaging self-service solutions.
The Online Experience Specialist opportunity
Reporting to the Director, Customer First Experience Platforms, the Online Experience Specialist will be a driving force behind our customer self-service strategy, responsible for building and maintaining an intuitive and effective online support experience.
The ideal candidate is passionate about empowering users through accessible information and data-driven improvements. You will be responsible for analyzing user behavior building, maintaining and launching initiatives to boost adoption of our online support channels. Your work will directly impact customer satisfaction and operational efficiency by enabling customers to find the answers they need, anytime and anywhere.
What you’ll be doing
Support portal development & management
Develop, manage, and maintain the content and structure of our online support portals and communities (e.g., Salesforce Experience Cloud, or similar platform)
Author, edit, and publish high-quality self-help content (i.e. step-by-step guides, and product focused help pages)
Ensure a logical and intuitive information architecture, optimizing content for searchability and ease of use
Collaborate with subject matter experts, product managers, knowledge management, education and support engineers to ensure online support content is accurate, up-to-date, and comprehensive
Manage the content lifecycle, regularly reviewing and archiving outdated materials
Data analysis & performance measurement
Track key performance indicators (KPIs) for the online support experience, such as ticket deflection rate, self-service resolution rate, user satisfaction (CSAT) with articles, and portal search success rate
Assist with analyzing metrics and user feedback to identify trends, content gaps, and areas for improvement within the support portal
Develop and distribute regular performance reports and dashboards to stakeholders
User adoption & engagement strategy
Work with senior members of the team to execute strategies to drive customer adoption and usage of the online support portal and self-service channels
Promote the value of self-service internally to customer support agents, ensuring they are equipped to guide customers to online resources
Actively gather and analyze customer feedback on the portal experience through surveys, feedback forms, and user comments
Partner with Marketing and Communications teams to create awareness campaigns for new support features and content
Act as an advocate for the self-service user, championing enhancements that will improve their overall support journey
What you’ll bring to the role & what we’re looking for
1-3 years of experience in a role focused on online customer experience, content management, digital content, or customer support operations
Proven, hands-on experience building and managing content within a customer-facing online portal (e.g., Zendesk, Salesforce, Confluence, etc.)
Familiarity with UX/UI principles and how they apply to content presentation and site navigation
Strong analytical skills with demonstrated experience using analytics tools to measure content effectiveness and user behavior (e.g., Google Analytics)
Basic knowledge of HTML/CSS for advanced content formatting and portal customization
Exceptional writing, editing, and communication skills, with the ability to distill complex information into clear, user-friendly content
A data-driven mindset with a passion for continuous improvement
Excellent project management and organizational skills
Additional skills that we value
Bachelor’s degree in a relevant field (e.g., Communications, Technical Writing, Information Science, Marketing)
Previous experience working within the security/identity space
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Below is the annual salary range for candidates located in Canada. Your actual salary will depend on factors such as your skills, qualifications, and experience. In addition, Okta offers equity (where applicable), bonus, and benefits, including health, dental, and vision insurance, RRSP with a match, healthcare spending, telemedicine, and paid leave (including PTO and parental leave) in accordance with our applicable plans and policies. To learn more about our Total Rewards program, please visit: https://rewards.okta.com/can.
The annual base salary range for this position for candidates located in Canada is between:
$64,000—$80,000 CAD
What you can look forward to as a Full-Time Okta employee!
Amazing Benefits
Making Social Impact
Developing Talent and Fostering Connection + Community at Okta
Some roles may require travel to one of our office locations for in-person 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. We also consider for employment qualified applicants with arrest and convictions records, consistent with applicable laws.
If reasonable accommodation is needed to complete any part of the job application, interview process, or onboarding please use this Form to request an accommodation.
Notice for New York City Applicants & Employees: Okta may use Automated Employment Decision Tools (AEDT), as defined by New York City Local Law 144, that use artificial intelligence, machine learning, or other automated processes to assist in our recruitment and hiring process. In accordance with NYC Local Law 144, if you are an applicant or employee residing in New York City, please click here to view our full NYC AEDT Notice.
Okta is committed to complying with applicable data privacy and security laws and regulations. For more information, please see our Personnel and Job Candidate Privacy Notice at https://www.okta.com/legal/personnel-policy/.