Salesforce support L1/L2

Job Summary:

We are seeking an experienced Salesforce Operations Leader with 10+ years of experience and extensive expertise in customer support operations. The ideal candidate will oversee Salesforce strategy, administration, and support operations, ensuring the seamless delivery of technical support and continuous improvement of client Salesforce ecosystem. Your role will be pivotal in optimizing business processes, driving operational excellence, and delivering world-class support experiences to internal stakeholders and end-users.

Key Responsibilities:

Lead the Salesforce Operations team, driving strategic direction, administration, configuration, and maintenance of Salesforce instances.

Oversee the management and continuous improvement of Salesforce Sales Cloud, ensuring robust customer support processes and efficient issue resolution.

Develop and implement operational processes, guidelines, and best practices to streamline support operations and enhance user satisfaction.

Collaborate with cross-functional teams (Sales, Marketing, IT, Product) to align Salesforce functionalities with organizational objectives.

Manage and prioritize support requests, escalations, and system enhancements, maintaining clear communication and timely resolution.

Lead the training and mentorship of Salesforce administrators and support analysts, fostering professional growth and technical proficiency.

Continuously analyze Salesforce performance metrics, generating actionable insights and reports to drive decision-making and operational improvements.

Ensure compliance with data governance policies, security standards, and regulatory requirements.

Bring in innovation to drive shift left of the most recurring issues and drive the team to adhere to SLA’s

Also help troubleshoot , triage the daily issues and guide the team for any assistance in solving any tickets.

Qualifications and Skills:

Bachelor’s degree in business, Information Technology, Computer Science, or a related field.

Minimum 10 years of professional experience, including significant experience managing Salesforce operations and technical support teams.

Extensive hands-on experience with Salesforce Sales Cloud and other Salesforce products (Sales Cloud, Experience Cloud, etc.).

Salesforce certifications (e.g., Salesforce Administrator, Advanced Administrator, Sales Cloud Consultant) highly preferred.

Demonstrated ability to manage complex projects, prioritize workloads, and deliver results in fast-paced environments.

Exceptional problem-solving, analytical, and strategic-thinking skills.

Strong communication, interpersonal, and leadership skills, capable of motivating and leading diverse teams.

Proven experience in driving customer satisfaction and optimizing support processes.

Preferred Experience:

Experience working in large, enterprise-scale Salesforce environments.

Knowledge of integration tools, APIs, and data migration processes.

Familiarity with Agile methodologies and ITIL practices.