Auth0 Supportability Manager, Okta

• 3+ years technical support, business process operations, or product operations/development/management experience
• 1+ years of experience with Data, Analytics, ML & AI
• Ability to analyze data and surface insights to advocate on behalf of customers and drive decision making to improve products and processes
• Excellent relationship management, customer service and communication skills (verbal and written) at all levels of an organization
• Experience in managing and rolling out large scale processes
• Ability to work independently with little direct supervision and as a part of a team
• Able to work cross functionally in proposing solutions for the betterment of the customer experience
• Ability to work a flexible schedule as needed given the range of time zones covered (NAM, JP, AP, EMEA)
• This role requires in-person onboarding based out of our Chicago office during the first week of onboarding

Desirable

• 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
• 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