Service Cloud Help Agent Manager

salesforce.com, inc.; San Francisco (CA); On-site; USD 117,000 - 178,000; Full time

Job summary

Salesforce is seeking an experienced Help Agent Manager for Service Cloud to drive measurable improvements in resolution rates and agent capabilities. You will collaborate with Product, Engineering, and Customer Success to shape roadmaps and embed with delivery teams, delivering data-driven improvements and scalable support solutions.

In this role, you will manage agent skills, track performance, and contribute to a RoB across stakeholders, while leveraging AI-driven insights to enhance

Qualifications

• Bachelor's degree in Business, CS, Data Analytics, or related field.
• 4+ years in program mgmt, product mgmt, service delivery, product operations, software development, or 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.

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

Communication

AI familiarity

English fluency

Roadmap engagement

Education

Bachelor's degree in Business/CS/Data Analytics

Job description

Salesforce is seeking an experienced Help Agent Manager for Service Cloud to drive measurable improvements in resolution rates and agent capabilities. You will collaborate with Product, Engineering, and Customer Success to shape roadmaps and embed with delivery teams, delivering data-driven improvements and scalable support solutions.

In this role, you will manage agent skills, track performance, and contribute to a RoB across stakeholders, while leveraging AI-driven insights to enhance