Aquiva - Salesforce Support Lead

Aquiva and Hapi; Buenos Aires; Remote; ARS 136,732,000 - 197,502,000; Full time

Benefits offered by this job

Co-working spaces

Team activities

Flexible PTO

Healthcare

Paid sick leaves

Parental leaves

Volunteer days

Job summary

Aquiva Engineering is seeking a leader to own the end-to-end support operation for a Salesforce managed-services account, with a team reporting to you from day one, and a focus on process, SLAs, and client relationships.

This is a hands-on leadership role that combines strategic ownership with execution, ensuring professional delivery, clear status updates, a robust knowledge base, and long-term improvement. The position is fully remote for candidates in Argentina, Uruguay, or Colombia.

Qualifications

• 3+ years in Salesforce delivery, support, or administration, owning a client relationship.
• Salesforce configuration knowledge: objects, automation, permissions, data model, releases; able to scope work and challenge an estimate.
• Hands-on experience with a ticketing platform and SLA management.
• Demonstrated process ownership; you have written the process, not just followed it.
• Excellent written English and the confidence to be the client's single point of contact.

Responsibilities

• Own the queue and the SLAs; triage by complexity and priority and coordinate to resolve.
• Be the quality gate; ensure client-facing messages are technically sound and professional.
• Govern scope and billing; ensure proper scoping, estimation, and reporting of hours.
• Be the single point of contact; provide priorities, status, risks, and weekly queue-health reports.
• Build the team and the knowledge base; mentor L1/L2, hand off execution, attack root causes.

Skills

Salesforce delivery

Ticketing system

Process ownership

Client relationship management

English communication

Education

Salesforce Administrator Certification

Salesforce Advanced Administrator Certification

Salesforce Platform App Builder Certification

Business Analyst Certification

Tools

Ticketing platform

Job description

Location: Argentina, Uruguay, or Colombia — fully remote

Team: Aquiva Engineering

Type: Full-time

English: C1 — you are the client's single point of contact

About the role

You will own the end-to-end support operation for a Salesforce managed-services account, with a support team reporting to you from day one.

That means owning the process, not just the queue: work delivered professionally, a client who always knows where things stand, and a support system that gets smarter over time instead of just staying afloat. It is a leadership role, and you will still step into execution when the team needs it.

What you'll do

• Own the queue and the SLAs. Triage by complexity and priority, catch what is at risk of breaching, and coordinate to resolve it.

• Be the quality gate. Every client-facing message goes out technically sound and professional.

• Govern scope and billing. Nothing starts without being scoped, estimated, and approved. Report hours worked against hours approved, so the client gets no surprises.

• Be the single point of contact. Priorities, status, risks, and a weekly queue-health report.

• Build the team and the knowledge base. Lead and mentor the L1/L2 bench, hand execution over to them, and attack root causes instead of symptoms.

Must-have

• 3+ years in Salesforce delivery, support, or administration, owning a client relationship.

• Salesforce knowledge on the configuration side: objects, automation, permissions, data model, releases. Not a developer, but able to scope work and challenge an estimate.

• Hands-on experience with a ticketing platform and SLA management.

• Demonstrated process ownership. You have written the process, not just followed it.

• Excellent written English and the confidence to be the client's single point of contact.

Nice to have

• Salesforce certifications: Administrator, Advanced Administrator, Platform App Builder, Business Analyst

• Consultancy or managed-services experience, including billable scope and utilization governance

• Experience leading a small delivery team

• Release management in a managed-package or multi-org context

Benefits

• Co-working spaces and offices for collaboration

• Team activities

• Flexible PTO policy

• Healthcare

• Paid sick leaves, parental leaves, and volunteer days