Salesforce dezvoltă software bazat pe cloud, centrat pe o platformă de gestionare a relațiilor cu clienții, care conectează datele companiei și echipele printr-un sistem integrat, bazat pe inteligență artificială. Produsele sale susțin procesele de vânzări, servicii pentru clienți și marketing, oferind soluții concepute atât pentru întreprinderi mici și mijlocii, cât și pentru organizații mai mari. Salesforce oferă, de asemenea, instrumente dedicate anumitor industrii, resurse de învățare prin Trailhead și aplicații în AppExchange care extind funcționalitățile platformei sale CRM.
Help Agent Manager, Service Cloud at Salesforce (Hybrid, New York City)
Salesforce seeks a Help Agent Manager to improve autonomous case resolution across Service Cloud and Field Service. The role leads analytics, Agent Skills, roadmap planning, and partnerships supporting service delivery.
Descriere
- Support Help Agent resolution-rate performance across Service Cloud and Field Service
- Develop and execute resolution-rate improvement plans informed by data-driven opportunity analysis
- Manage a portfolio of Agent Skills and identify opportunities to expand Help Agent capabilities
- Work with Product Management and Engineering to prioritize roadmap initiatives that enable new Agent Skills
- Serve as an embedded partner to Service Cloud Technical Support Delivery teams
- Contribute to the operating rhythm across Service Cloud stakeholders
- Maintain scorecards covering resolution-rate trends, leading challenges, and skills and opportunity coverage
- Support content strategy and data-management planning to improve Help Agent performance
- Produce error-analysis reports and opportunity analytics
- Collaborate with Agent Managers, Cloud Technical Leads, Service Cloud and Field Service leaders, AI Tooling, Agent Evaluations, Product Management, Engineering, Digital Success for Mergers & Acquisitions, and content teams
Cerințe
- Bachelor’s degree in Business, Computer Science, Data Analytics, or a related discipline
- At least four years of experience in program management, product management, service delivery, product operations, software development, or a related area
- Strong analytical skills and a data-driven approach to decision-making
- Proven ability to work across Product, Engineering, and Customer Success teams
- Excellent written and verbal communication, including stakeholder management
- Familiarity with AI, conversational AI, or support-automation technologies
- Proactive approach to roadmap development and engagement with Engineering
- Fluent written and spoken English
- Preferred: Experience with Salesforce Service Cloud and/or Field Service
- Preferred: Experience managing the performance of help agents, chatbots, or virtual assistants
- Preferred: Experience with self-help resolution metrics, support-case analysis, or top-case-driver classification frameworks
- Preferred: Familiarity with agentic observability tools, Gemini, Claude Code, Slackbot, Tableau dashboards, or comparable analytics platforms
- Preferred: Interest in programs connecting AI systems with human support teams
- Preferred: Experience supporting developer- or administrator-focused customer communities
Beneficii
- Time-off programs
- Medical insurance
- Dental insurance
- Vision insurance
- Mental health support
- Paid parental leave
- Life insurance
- Disability insurance
- 401(k) plan
- Employee stock purchase program
- Incentive compensation may be available for certain roles
- Equity may be available for certain roles
- Reasonable accommodation during the application or recruiting process