Senior Help Agent Manager, Slack & Trailhead

Salesforce
Washington, Bellevue
Workplace: RemoteFull timeUSD 143,400 - 216,900 annuallyFunction: Administration & Executive AssistanceExperience: 6+ yearsEducation: bachelorsSkills: ["Analytical","Data-driven decision-making","Cross-functional collaboration","Stakeholder management","Proactive planning"]

Own resolution-rate performance for an AI Help Agent on the Salesforce Help Portal for Slack and Trailhead. Lead data-driven improvement plans, maintain an “Agent Skills” capability roadmap, and partner with Product, Engineering, and support delivery teams to execute measurable enhancements. Run a Rhythm of Business across stakeholders, manage performance scorecards, and deliver error analysis and opportunity analytics to improve autonomous case resolution at scale.

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FursaFursa
Salesforce
Salesforce
1 day ago

Senior Help Agent Manager, Slack & Trailhead

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 14 hours agoStatus: Live

Job Summary

Own resolution-rate performance for an AI Help Agent on the Salesforce Help Portal for Slack and Trailhead. Lead data-driven improvement plans, maintain an “Agent Skills” capability roadmap, and partner with Product, Engineering, and support delivery teams to execute measurable enhancements. Run a Rhythm of Business across stakeholders, manage performance scorecards, and deliver error analysis and opportunity analytics to improve autonomous case resolution at scale.
Location: Washington, Bellevue
Workplace: Remote
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Own Help Agent resolution rate performance for Slack and Trailhead.
  • •Build and execute resolution rate improvement plans using data-driven opportunity analysis.
  • •Develop and maintain a book of Agent Skills, identifying and justifying capability enhancement opportunities.
  • •Partner with Product Management and Engineering to enable new Agent Skills through roadmap and technology investments.
  • •Manage scorecards, error analysis reporting, and opportunity analytics; maintain a Rhythm of Business across stakeholders.

Pay and Benefits

Salary: USD 143,400 - 216,900 annually
Perks:Health InsuranceDentalVisionPaid Leave401k

Key Requirements

  • •Bachelor’s degree in Business, Computer Science, Data Analytics, or a related field.
  • •6+ years of experience in program management, product management, service delivery, product operations, software development, or a related field.
  • •Strong analytical, data-driven decision-making skills.
  • •Ability to work cross-functionally with Product, Engineering, and Customer Success to drive enhancements from concept to reality.
  • •Experience with AI, conversational AI, or support automation technologies; proficiency in English (verbal and written).
Experience:6+ yearsAICustomer supportConversational AISupport automation
Education:Bachelor's
Skills:AnalyticalData-driven decision-makingCross-functional collaborationStakeholder managementProactive planning
Languages:English
Tech Stack:Salesforce Help PortalSlackTrailheadAIConversational AISupport automationGeminiClaude CodeSlackbotTableau dashboards

Company Brief

Salesforce
Provides a leading cloud-based customer relationship management (CRM) platform with sales, service, marketing, analytics, and integration tools that empower businesses to manage customer relationships and digital transformation at scale.
Industry: SaaS
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 1999
Glassdoor
Glassdoor: 4.1
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