Online Experience Specialist

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

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Manage the content lifecycle, regularly reviewing and archiving outdated materials

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.