Salesforce Lead: Customer Care & Operations Enablement

7 Brew Coffee; Springdale (AR); On-site; USD 90,000 - 120,000; Full time

Job summary

7 Brew Coffee is seeking a Salesforce Lead to partner with Customer Care, Operations, IT, and other teams to deliver an exceptional customer experience. You will maintain resources, reporting, and processes within Salesforce, driving continuous improvement across the org.

The role requires strong analytical ability, organizational skills, and experience with CRM systems. You will enable scalable solutions, document processes, and support onboarding, training, and high-volume initiatives.

Qualifications

• 2+ years in customer care, customer experience, operations, Salesforce administration or support, business systems, or related field.
• Experience with Salesforce or another CRM in a customer-support, operations, or service environment.
• Strong analytical skills and ability to identify trends and turn data into actionable recommendations.
• Strong organizational skills and attention to detail with documentation and reporting tools.
• Clear written and verbal communication, ability to create practical guides and updates for diverse audiences.
• Ability to manage multiple priorities and partner across teams in a fast-paced, high-growth environment.
• Strong problem-solving skills and continuous-improvement mindset.
• Proficiency with Microsoft Excel or Google Sheets.

Responsibilities

• Serve as the primary Salesforce resource for the Customer Care team, supporting daily workflows, processes, and best practices.
• Partner with IT to identify, test, and implement Salesforce enhancements that improve efficiency, visibility, reporting, and customer support experience.
• Act as SME for Salesforce and Customer Care processes, identifying scalable solutions and continuous improvement.
• Support Salesforce process documentation, user guidance, testing, and adoption of new functionality.
• Troubleshoot system and workflow issues, elevating technical needs and ensuring timely resolution.
• Maintain and update Customer Care FAQs, response templates, resources, and internal documentation.
• Ensure reporting tools, dashboards, and knowledge resources are accurate and up to date.
• Develop resources to help Customer Care team provide consistent and effective support.
• Stay informed on promotions, changes, launches, and initiatives to prepare the team for support.
• Analyze customer-contact data and trends to identify issues and insights.
• Collaborate with Leadership, IT, Operations, Marketing to align tools and communications.
• Provide reporting and insights supporting decision-making, readiness, and improvement.

Skills

Salesforce administration

Analytics

Organization

Communication

Multitasking

Problem solving

Excel/Sheets

Tools

Salesforce

Microsoft Excel

Google Sheets

Job description

7 Brew Coffee is seeking a Salesforce Lead to partner with Customer Care, Operations, IT, and other teams to deliver an exceptional customer experience. You will maintain resources, reporting, and processes within Salesforce, driving continuous improvement across the org.

The role requires strong analytical ability, organizational skills, and experience with CRM systems. You will enable scalable solutions, document processes, and support onboarding, training, and high-volume initiatives.