Remote Salesforce Support Manager — SLA-Driven Team Lead

Expand and Reach Solutions; Colombia; Remote; COP 226,714,528 - 340,071,793; Full time

Job summary

Expand and Reach Solutions is seeking a Salesforce Support Manager to lead a team of Salesforce Support Engineers in Colombia. In this role, you will manage day-to-day operations, ensuring high-quality customer support and adherence to SLAs. With a focus on continuous improvement, you will coordinate with cross-functional teams while maintaining strong communication with US-based stakeholders. Candidates must have 5+ years of Salesforce experience and relevant certifications. The position is remote, allowing flexibility within Colombia.

Qualifications

• 5+ years of hands-on Salesforce experience, focusing on Service Cloud.
• 2+ years in a team lead, supervisor, or support management role.
• Strong understanding of Case Management, Omni-Channel, Knowledge, and Salesforce reporting.

Responsibilities

• Lead and develop a team of Salesforce Support Engineers.
• Oversee daily support operations ensuring timely case resolutions.
• Serve as primary escalation point for complex Salesforce issues.

Skills

Salesforce experience

Leadership skills

SLA management

Strong communication

ITSM frameworks knowledge

Education

Salesforce Administrator certification

Service Cloud Consultant certification

Job description

Expand and Reach Solutions is seeking a Salesforce Support Manager to lead a team of Salesforce Support Engineers in Colombia. In this role, you will manage day-to-day operations, ensuring high-quality customer support and adherence to SLAs. With a focus on continuous improvement, you will coordinate with cross-functional teams while maintaining strong communication with US-based stakeholders. Candidates must have 5+ years of Salesforce experience and relevant certifications. The position is remote, allowing flexibility within Colombia.