Senior Help Agent Manager

Salesforce
Washington, Bellevue
Workplace: HybridFull timeUSD 143,400 - 216,900 annuallyFunction: Administration & Executive AssistanceEducation: bachelorsSkills: ["Analytical decision-making","Data-driven thinking","Cross-functional collaboration","Stakeholder management","Written and verbal communication","Roadmap development"]

Own Help Agent resolution-rate outcomes for Slack and Trailhead, using data-driven opportunity analysis to build and execute improvement plans. Create and maintain a book of Agent Skills and partner with Product Management and Engineering to prioritize roadmap and technology investments. Collaborate with Slack and Trailhead Technical Support Delivery teams as an embedded strategic resource, manage scorecards and rhythms of business, and drive content strategy plus error analysis and opportunity analytics.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Salesforce
Salesforce
2 days ago

Senior Help Agent Manager

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 18 hours agoStatus: Live

Job Summary

Own Help Agent resolution-rate outcomes for Slack and Trailhead, using data-driven opportunity analysis to build and execute improvement plans. Create and maintain a book of Agent Skills and partner with Product Management and Engineering to prioritize roadmap and technology investments. Collaborate with Slack and Trailhead Technical Support Delivery teams as an embedded strategic resource, manage scorecards and rhythms of business, and drive content strategy plus error analysis and opportunity analytics.
Location: Washington, Bellevue
Workplace: Hybrid
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 Help Agent capability enhancement opportunities.
  • •Partner with Product Management and Engineering on roadmap priorities and technology investments for new Agent Skills.
  • •Maintain a rhythm of business, manage scorecards, and drive content strategy, error analysis, and opportunity analytics to improve performance.

Pay and Benefits

Salary: USD 143,400 - 216,900 annually
Perks:MedicalDentalVisionParental Leave401kLife InsuranceDisability InsuranceEquity

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 and ability to make cross-functional decisions.
  • •Demonstrated ability to work cross-functionally with Product, Engineering, and Customer Success to drive enhancements from concept to reality.
  • •Familiarity with AI, conversational AI, or support automation technologies, plus English fluency.
Experience:AICustomer supportConversational AISupport automationService delivery
Education:Bachelor's in Business, Computer Science, Data Analytics, or a related field
Skills:Analytical decision-makingData-driven thinkingCross-functional collaborationStakeholder managementWritten and verbal communicationRoadmap development
Languages:English
Tech Stack:AIConversational AISupport automation technologiesGeminiClaude CodeSlackbotTableau

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
WebsiteLinkedInGlassdoor