New

AI Trainer

Okta
vision insurance, flexible benefit account, parental leave, 401(k)
United States, California, San Francisco
Oct 07, 2025
Get to know Okta 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. The Team 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. The Opportunity We're looking for a skilled AI Analyst and Trainer to manage our customer support AI interfaces and agents. In this role, you will be responsible for the continuous improvement and training of our AI agent to ensure it provides accurate, efficient, and helpful support to our customers. You will act as the primary owner of the AI agent's quality, monitoring its performance, analyzing conversational data, and identifying areas for improvement. A key part of your job will be to develop and implement training materials, including conversational flows, intent recognition, and response scripts, to enhance the AI's ability to resolve customer inquiries effectively. What you'll be doing 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. What you'll bring to the role 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 #LI-remote The annual base salary range for this position for candidates located in the San Francisco Bay area is between: $152,000 — $228,000 USD Below is the annual base salary range for candidates located in California, Colorado, New York and Washington. Your actual base salary will depend on factors such as your skills, qualifications, experience, and work location. In addition, Okta offers equity (where applicable), bonus, and benefits, including health, dental and vision insurance, 401(k), flexible spending account, and paid leave (including PTO and parental leave) in accordance with our applicable plans and policies. To learn more about our Total Rewards program please visit: https://rewards.okta.com/us. The annual base salary range for this position for candidates located in California (excluding San Francisco Bay Area), Colorado, New York, and Washington is between: $136,000 — $204,000 USD What you can look forward to as a Full-Time Okta employee! Amazing Benefits Making Social Impact Developing Talent and Fostering Connection + Community at Okta Okta cultivates a dynamic work environment, providing the best tools, technology and benefits to empower our employees to work productively in a setting that best and uniquely suits their needs. Each organization is unique in the degree of flexibility and mobility in which they work so that all employees are enabled to be their most creative and successful versions of themselves, regardless of where they live. Find your place at Okta today! https://www.okta.com/company/careers/. Some roles may require travel to one of our office locations for in-person onboarding. Okta is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, marital status, age, physical or mental disability, or status as a protected veteran. We also consider for employment qualified applicants with arrest and convictions records, consistent with applicable laws. If reasonable accommodation is needed to complete any part of the job application, interview process, or onboarding please use this Form to request an accommodation. Okta is committed to complying with applicable data privacy and security laws and regulations. For more information, please see our Personnel and Job Candidate Privacy Notice athttps://www.okta.com/legal/personnel-policy/.