Online Experience Specialist

<div class="content-intro"><p><span style="color: #000000;"><strong>Get to know Okta<br><br></strong></span>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.<br><br>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. <br><br>Join our team! We’re building a world where Identity belongs to you.</p></div><p><strong>Get to know the team</strong></p> <p>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.</p> <p><strong><br>The Online Experience Specialist opportunity</strong></p> <p>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.</p> <p>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.<br><br></p> <p><strong>What you’ll be doing </strong></p> <ul> <li>Support portal development management</li> <ul> <li>Develop, manage, and maintain the content and structure of our online support portals and communities (e.g., Salesforce Experience Cloud, or similar platform)</li> <li>Author, edit, and publish high-quality self-help content (i.e. step-by-step guides, and product focused help pages)</li> <li>Ensure a logical and intuitive information architecture, optimizing content for searchability and ease of use</li> <li>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</li> <li>Manage the content lifecycle, regularly reviewing and archiving outdated materials</li> </ul> <li>Data analysis performance measurement</li> <ul> <li>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</li> <li>Assist with analyzing metrics and user feedback to identify trends, content gaps, and areas for improvement within the support portal</li> <li>Develop and distribute regular performance reports and dashboards to stakeholders</li> </ul> <li>User adoption engagement strategy</li> <ul> <li>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</li> <li>Promote the value of self-service internally to customer support agents, ensuring they are equipped to guide customers to online resources</li> <li>Actively gather and analyze customer feedback on the portal experience through surveys, feedback forms, and user comments</li> <li>Partner with Marketing and Communications teams to create awareness campaigns for new support features and content</li> <li>Act as an advocate for the self-service user, championing enhancements that will improve their overall support journey</li> </ul> </ul> <p><strong>What you’ll bring to the ... (truncated, view full listing at source)