AI Help Agent Lead for Service Cloud

Salesforce, Inc.; Boston, Northern (MA, KY); Hybrid; USD 117,000 - 178,000; Full time

Job summary

Salesforce, Inc. is seeking an Help Agent Manager for Service Cloud to drive improvements in the autonomous Help Agent's resolution rates.

You will partner with Product Management, Engineering, and Service Cloud teams to plan enhancements and measure outcomes, delivering data-driven opportunities and skill growth. You will own the performance dashboards, collaborate across Customer Success and AI tooling teams, and help translate analytics into actionable roadmaps while communicating clearly

Qualifications

• Bachelor's degree in Business, Computer Science, Data Analytics, or related field.
• 4+ years of experience in program management, product management, service delivery, product operations, software development, or a related field.
• Analytical and data-driven decision-making skills.
• Strong written and verbal communication and stakeholder management.
• Familiarity with AI, conversational AI, or support automation technologies.
• A proactive approach to roadmap development and engineering engagement.
• Fluent in English (verbal and written).

Responsibilities

• Support Help Agent resolution rate performance for Service Cloud and Field Service.
• Build and execute resolution rate improvement plans using data-driven opportunity analysis.
• Maintain a book of Agent Skills, identifying new Help Agent capability opportunities.
• Partner with Product Management and Engineering on roadmap priorities that enable these new Agent Skills.
• Partner with Service Cloud Technical Support Delivery teams as an embedded resource.
• Contribute to a Rhythm of Business (RoB) across Service Cloud stakeholders.
• Maintain scorecards tracking resolution rate trends, top challenges, and skills/opportunity coverage.
• Support content strategy and data management planning to improve Help Agent performance.
• Deliver error analysis reporting and opportunity analytics.

Skills

Analytical thinking

Data-driven decision making

Cross-functional collaboration

Communication skills

AI familiarity

Education

Bachelor's degree in Business, Computer Science, Data Analytics, or related field

Tools

AI tools

Analytics dashboards

Job description

Salesforce, Inc. is seeking an Help Agent Manager for Service Cloud to drive improvements in the autonomous Help Agent's resolution rates.

You will partner with Product Management, Engineering, and Service Cloud teams to plan enhancements and measure outcomes, delivering data-driven opportunities and skill growth. You will own the performance dashboards, collaborate across Customer Success and AI tooling teams, and help translate analytics into actionable roadmaps while communicating clearly