Okta-posted 3 months ago
$152,000 - $228,000/Yr
Full-time
San Francisco, CA
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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. You'll be joining our Customer Support AI team, which is responsible for managing and optimizing the performance of our AI-powered customer service systems.

  • Monitor and analyze AI agent performance metrics, including resolution rates, deflection rates, and customer satisfaction scores.
  • Review and categorize AI conversations to identify new intents, common misclassifications, and opportunities to improve responses.
  • Develop, test, and deploy new training data and conversational flows to enhance the AI agent's accuracy and effectiveness.
  • Collaborate with the customer support team and content team to understand common customer issues and translate into actionable AI training plans.
  • Work with the Content and Knowledge teams to identify gaps and opportunities to enhance knowledge base.
  • Maintain and update conversation scripts to reflect product and policy changes.
  • Identify and report on AI agent bugs, gaps, and areas for potential escalation.
  • Stay up-to-date with the latest trends and technologies in conversational AI and machine learning.
  • Proven experience in a role involving AI training, natural language processing (NLP), or conversational design.
  • Strong analytical skills with the ability to interpret data and draw actionable insights.
  • Excellent written and verbal communication skills, with a keen eye for detail and the ability to write clear, concise, and helpful responses.
  • Familiarity with AI platforms like Dialogflow, IBM Watson, Rasa, or similar tools.
  • Ability to understand the online customer support ecosystem, ensuring an integrated, seamless omnichannel experience.
  • Strong problem-solving skills and a proactive approach to identifying and resolving issues.
  • Ability to work independently and manage multiple projects simultaneously.
  • Health insurance
  • Dental insurance
  • Vision insurance
  • 401(k)
  • Flexible spending account
  • Paid leave including PTO and parental leave
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