Online Experience Specialist

Get to know Okta

Okta is The World’s Identity Company, freeing 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  • Manage the content lifecycle, regularly reviewing and archiving outdated materials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

Key skills/competency

• Online Experience
• Content Management
• Self-Service Optimization
• Data Analysis
• UX/UI Principles
• HTML/CSS
• Project Management
• Customer Support Operations
• Information Architecture
• Technical Writing