AI-Powered Help Agent Manager for Service Cloud

Salesforce; San Francisco (CA); On-site; USD 117,000 - 178,000; Full time

Benefits offered by this job

Time off programs

Medical insurance

Dental insurance

Vision care

Mental health support

Paid parental leave

Life and disability insurance

401(k)

Employee stock purchasing program

Job summary

Salesforce is seeking a Help Agent Manager for Service Cloud to drive improvements in resolution rates and agent capabilities. You will collaborate with Product, Engineering, and Customer Success as part of the Digital Success AI organization, focusing on scaling self-service support via the Help Agent.

You will lead data-driven initiatives, build skills catalogs, and align with Service Cloud and Field Service teams to deliver measurable outcomes, while mentoring by senior managers.

Qualifications

• Bachelor's degree in Business, CS, Data Analytics, or related field.
• 4+ years in program management, product management, service delivery, product operations, software development, or related field.
• Analytical and data-driven decision-making skills.
• Ability to work cross-functionally with Product, Engineering, and Customer Success teams.
• Fluency in English (verbal and written).
• Familiarity with AI, conversational AI, or support automation technologies.
• Proactive approach to roadmap development and engineering engagement.

Responsibilities

• Support Help Agent resolution rate performance for Service Cloud and Field Service.
• Help build and execute resolution rate improvement plans using data-driven opportunity analysis.
• Maintain a book of Agent Skills, identifying new Help Agent capability enhancement 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

Cross-functional collaboration

Communication skills

English fluency

Roadmap development

AI familiarity

Proactive engagement

Education

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

Job description

Salesforce is seeking a Help Agent Manager for Service Cloud to drive improvements in resolution rates and agent capabilities. You will collaborate with Product, Engineering, and Customer Success as part of the Digital Success AI organization, focusing on scaling self-service support via the Help Agent.

You will lead data-driven initiatives, build skills catalogs, and align with Service Cloud and Field Service teams to deliver measurable outcomes, while mentoring by senior managers.