Description
Join Salesforce as a Technical Support Manager, leading a hybrid workforce of engineers and AI agents to drive customer success and innovation. You will own and drive technical support outcomes, efficiency, and KPIs within a region, facilitating operational improvements and leveraging automation and agentic AI. As a manager, you will lead a team, mentor members, and develop strategies to improve customer experience, team performance, and morale.
Responsibilities:
- Own and drive technical support outcomes, efficiency, and KPIs
- Facilitate operational improvements and leverage automation and agentic AI
- Lead a hybrid workforce of engineers and AI agents
- Mentor team members and develop their AI fluency and judgment
- Identify training topics and schedule continuing education
- Lead and manage the technical support team, including resource management, hiring, and performance management
- Review and respond to customer feedback and act on it as needed
- Develop strategies to improve customer experience, team performance, and morale
- Serve as a management-level escalation and pursue each escalation as an opportunity to turn the customer around
- Keep informed of product plans and schedule training for technical support
- Analyze customer trends and adopt knowledge-centric support standard processes
- Drive close engagement with engineering teams to address customer concerns
- Ensure agentic AI deployed in support workflows adheres to Salesforce's Trusted AI / Responsible AI standards
Preferred Qualifications & Skills:
- BS or MS in Computer Science, or equivalent experience
- 10+ years experience in a technical support environment
- 5+ years at the management level, leading managers and individual contributors
- Demonstrated experience leading teams through AI/agentic workflow transformation
- Previous experience advising and increasing the benefits of collaborating with global teams
- Practical experience handling multiple support teams, including outsourcers
- Strong understanding of operational infrastructure, metrics, processes, systems, and tools for running a global Support organization
Our Ideal Candidate:
- Consistent record of leading support teams and creating collaborative relationships
- Acts as a work-redesign orchestrator, continuously rethinking how support work gets done
- Highly organized and an effective communicator and doer
- Has a beginner's demeanor, always looking for new ways to make things better