Sr. Help Agent Manager, Slack & Trailhead

Salesforce
United States
Workplace: RemoteFull timeUSD 143,400 - 216,900 annuallyFunction: Administration & Executive AssistanceEducation: bachelorsSkills: ["Analytical thinking","Data-driven decision-making","Cross-functional collaboration","Stakeholder management","Communication"]

Own the Help Agent resolution-rate outcomes for Slack and Trailhead by building and executing data-driven improvement plans. Develop and maintain a book of agent skills, partnering with Product and Engineering to turn capability opportunities into roadmap and technology investments. Lead embedded collaboration with Slack and Trailhead delivery teams using scorecards, rhythm of business, and error analysis to improve autonomous case resolution.

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FursaFursa
Salesforce
Salesforce
16 hours ago

Sr. 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: 16 hours agoStatus: Live

Job Summary

Own the Help Agent resolution-rate outcomes for Slack and Trailhead by building and executing data-driven improvement plans. Develop and maintain a book of agent skills, partnering with Product and Engineering to turn capability opportunities into roadmap and technology investments. Lead embedded collaboration with Slack and Trailhead delivery teams using scorecards, rhythm of business, and error analysis to improve autonomous case resolution.
Location: United States
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 and justify capability enhancements.
  • •Partner with Product Management and Engineering to enable roadmap priorities and technology investments.
  • •Manage scorecards, rhythm of business, content strategy/data management, and error analysis reporting to improve Help Agent performance.

Pay and Benefits

Salary: USD 143,400 - 216,900 annually
Perks:Time OffMedicalDentalVisionHealth InsurancePaid ParentalLife Insurance401kEquityDisability Insurance

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 product and feature enhancements from concept to reality.
  • •Fluency in English, with familiarity with AI, conversational AI, or support automation technologies.
Education:Bachelor's
Skills:Analytical thinkingData-driven decision-makingCross-functional collaborationStakeholder managementCommunication
Languages:English
Tech Stack:AIConversational AISupport automationSlackbotTableau 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
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