Team Lead, Frontline Support & Services

Okta, Inc.Manila, Philippines

On-site Full-time

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Experience Level

Manager

Qualifications

Key Responsibilities:Inspire and drive the Frontline Support and Services team to achieve high performance. Provide direction and support to team members, fostering a collaborative environment. Oversee daily operations ensuring adherence to established SLAs and operational excellence. Manage production incidents and configuration requests efficiently. Utilize Salesforce, ServiceNow, or similar ITSM tools effectively. Foster a culture of continuous improvement and operational excellence.

About the job

Empower Every Identity, from AI to Human

At Okta, we understand that identity is the cornerstone of unlocking the full potential of AI. Our mission is to secure AI by creating a trusted and neutral infrastructure that allows organizations to confidently navigate this new technological era. This endeavor demands a passionate commitment to addressing intricate challenges with tangible consequences. We seek proactive builders and owners who act with speed and urgency while executing with excellence.

This role presents a unique opportunity for career-defining work. If you share our mission, we would love to connect.

Discover Okta

Okta is recognized as The World’s Identity Company, empowering individuals to safely utilize any technology across all devices and applications. Through our Workforce and Customer Identity Clouds, we provide secure yet flexible access, authentication, and automation, transforming the way people interact in the digital landscape, with identity at the core of business security and growth.

At Okta, we value diverse perspectives and experiences. We are not searching for individuals who fit every single criterion; instead, we welcome lifelong learners and those who can enrich our team with their unique backgrounds.

Join us in building a future where identity is truly yours.

The Team

This position is part of the Enterprise Technology group, playing an essential role in achieving our vision of supporting business outcomes across Okta. You will drive clarity, collaboration, and accountability in all our endeavors, enabling the broader Technology, Data & Intelligence organization to fulfill our mission to “Accelerate Okta’s Scale and Growth.”

Your Role

As the Team Lead of the Enterprise Technology - Support Operations team, you will manage a group of Business Application Administrators responsible for overseeing Okta’s Go-To-Market Technology, including Salesforce and its integrated applications. You will oversee daily operations of the Frontline Support and Services team, ensuring operational excellence and prompt resolution of production incidents and configuration requests in alignment with established SLAs. The ideal candidate will possess extensive experience with the Salesforce platform, ServiceNow, or similar ITSM tools, exceptional leadership capabilities, and a dedication to operational excellence.

About Okta, Inc.

Okta, Inc. is a leading identity management company that enables secure access for individuals and organizations to any technology, anywhere. Our innovative solutions in identity management empower businesses to operate securely and efficiently in an increasingly digital world, establishing ourselves as a trusted partner in business security and growth.

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Team Lead, Frontline Support & Services

Okta, Inc.

Full-time|On-site|Manila, Philippines

Empower Every Identity, from AI to HumanAt Okta, we understand that identity is the cornerstone of unlocking the full potential of AI. Our mission is to secure AI by creating a trusted and neutral infrastructure that allows organizations to confidently navigate this new technological era. This endeavor demands a passionate commitment to addressing intricate …

Apr 29, 2026

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ABOUT US At Indie Campers, we are transforming the road trip experience by making campervan rentals accessible for everyone. Our digital-first approach and dedication to customer satisfaction have established us as a leader in the travel industry, offering an exceptional booking experience and high-quality road trips at unbeatable prices. With over a million nights booked through our platform, we've welcomed more than 300,000 travelers from 169 countries. Our diverse offerings include short-term RV rentals, long-term campervan subscriptions, and the option to purchase one of our vehicles. Driven by technology and innovation, we face exciting challenges that demand top-tier talent. We are expanding our team and invite those who share our vision to join us on this thrilling journey. THE ROLE As the Team Leader for our On-Trip Support and Roadside Assistance teams, you will manage daily operations and ensure our customers receive outstanding service. You will act as the primary escalation point for complex cases, fostering team performance, compliance, and continuous improvement to uphold our high standards at Indie Campers. This position affords you the opportunity to lead and cultivate a dynamic, customer-centric team while significantly enhancing our customers’ experiences. WHAT WILL YOU WORK ON? Lead, supervise, and mentor the On-Trip Support and Roadside Assistance teams to drive high performance, engagement, and customer care. Conduct one-on-one meetings, performance evaluations, and development conversations. Oversee customer inquiries and manage escalated complaints and complex situations. Supervise coordination of roadside assistance and emergency support cases. Ensure accurate documentation of customer interactions and adherence to established SOPs. Monitor service quality and track key performance metrics such as CSAT, First Response Time, and Resolution Time. Lead corrective and preventive initiatives to enhance service quality and customer satisfaction. Analyze customer feedback to identify areas for improvement.

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