Help Agent Manager, 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

*To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.*Job CategoryProgram & Project ManagementJob Details****About Salesforce****Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword - it's a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.**About the Team**The Help Agent Management team is part of Salesforce's **Digital Success Data & AI** organization, and sits at the intersection of AI technology and customer support delivery. Agent Managers are a newly defined role for the agentic era, managing Salesforce's Help Agent the same way a Service Delivery Manager manages a human team.**About the Role**Salesforce's Help Agent is an AI-powered agent available 24/7 on the Salesforce Help Portal (https://help.salesforce.com), designed to autonomously resolve customer support cases without requiring human intervention. As Salesforce's primary self-service support channel, the Help Agent handles thousands of customer interactions daily, making its accuracy, capability, and issue resolution rate a direct driver of customer satisfaction and support efficiency at scale.The **Help Agent Manager for Service Cloud** is a growth-track role at the forefront of our agentic support strategy. In this position, you will function like a Service Delivery Manager for the Help Agent, contributing to resolution rate outcomes, skills and capabilities planning, and building a strong partnership with the Service Cloud and Field Service Technical Support Delivery teams.sThis is a Cloud-aligned role with direct responsibility for driving measurable improvement in Help Agent's ability to autonomously resolve customer cases, with support and mentorship from senior Agent Managers on the team.**What You'll Do*** 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**Who You'll Work With*** A team of Agent Managers aligned to Salesforce's other Clouds* Support Delivery Cloud Technical Leads for Service and other Clouds* Service Cloud & Field Service Customer Success Executive Leadership* AI Tooling* Agent Evaluations* Product Management* Engineering* Digital Success for Mergers & Acquisitions* Content Strategists, Writers, and Contributors**What We're Looking For****Minimum Qualifications*** Bachelor's degree in Business, Computer Science, Data Analytics, or a 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* Demonstrated ability to work cross-functionally with Product, Engineering, and Customer Success organizations* Strong written and verbal communication and stakeholder management skills* Familiarity with AI, conversational AI, or support automation technologies* A proactive approach to roadmap development and engineering engagement* Verbal and written fluency in English**Preferred Qualifications*** Experience with Salesforce Service Cloud and/or Field Service* Prior experience with help agent, chatbot, or virtual assistant performance management (Agentforce and/or Fin are a big plus!)* Experience with self-help resolution rate metrics, support case analysis, or top case driver classification frameworks* Familiarity with agentic observability tools, Gemini, Claude Code, Slackbot, Tableau dashboards, and/or similar analytics platforms* Demonstrated interest in programs at the intersection of AI systems and human support teams* Experience supporting developer or admin-focused customer communities\\*LI-YUnleash Your PotentialWhen you join Salesforce, you'll be limitless in all areas of your life. Our benefits and resources support you to find balance and *be your best*, and our AI agents accelerate your impact so you can *do your best*. Together, we'll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future - but to redefine what's possible - for yourself, for AI, and the world.AccommodationsIf you need a reasonable accommodation during the application or the recruiting process, please submit a request via this .Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates' resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.Posting StatementAny employee or potential employee will be assessed on the basis of merit, competence and qualifications - without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.############At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions.The typical base salary range for this position is $117,400 - $177,600 annually. In select cities within the San Francisco and New York City metropolitan area, the base salary range for this role is $140,900 - $193,700 annually.The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.############