Lead Help Agent Manager, Service Cloud

salesforce.com, inc.; Seattle (WA); On-site; USD 117,000 - 178,000; Full time

Job summary

Salesforce is seeking a Help Agent Manager for Service Cloud to drive autonomous resolution of customer cases and partner with product, engineering, and customer success teams. You will act as a Service Delivery Manager for the Help Agent, guiding roadmap and skill development with support from senior managers.

You will oversee resolution-rate initiatives, keep scorecards, and align with Service Cloud and Field Service delivery teams to improve agent performance and customer satisfaction.

Qualifications

• Bachelor's degree in Business, Computer Science, Data Analytics, or related field.
• 4+ years in program/product management, service delivery, software development, or related field.
• Analytical and data-driven decision-making skills.
• Cross-functional collaboration with Product, Engineering, and Customer Success.
• Strong written and verbal communication and stakeholder management.
• Familiarity with AI, conversational AI, or support automation technologies.
• Proactive roadmap development and engineering engagement.
• English language fluency.

Responsibilities

• Support Help Agent resolution rate performance for Service Cloud and Field Service.
• Build and execute resolution-rate improvement plans using data-driven analysis.
• Maintain a book of Agent Skills and identify capability enhancements.
• Collaborate with Product Management and Engineering on roadmap priorities.
• Partner with Service Cloud Technical Support Delivery as an embedded resource.
• Contribute to Rhythm of Business across stakeholders.
• Maintain scorecards on resolution rate trends, challenges, and skills gaps.
• Support content strategy and data management for improved performance.
• Deliver error analysis reporting and opportunity analytics.

Skills

Program management

Data analytics

Cross-functional collaboration

English fluency

AI familiarity

Education

Bachelor's degree in Business/CS/Data Analytics

Tools

Salesforce Service Cloud

Job description

Salesforce is seeking a Help Agent Manager for Service Cloud to drive autonomous resolution of customer cases and partner with product, engineering, and customer success teams. You will act as a Service Delivery Manager for the Help Agent, guiding roadmap and skill development with support from senior managers.

You will oversee resolution-rate initiatives, keep scorecards, and align with Service Cloud and Field Service delivery teams to improve agent performance and customer satisfaction.