Salesforce Support Lead

Job not on LinkedIn

🔥 47 minutes ago

🇮🇳 India – Remote

⏰ Full Time

🟠 Senior

🌐👷 Salesforce Administrator

👻 Ghost score 10%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.Why this score:

• Just posted.
• Jobs at this company usually fill in 21 days.
• No salary listed.

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Ness Digital Engineering

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1999

💼 Consulting

🤝 B2B

🤖 Artificial Intelligence

Consulting • B2B • Artificial Intelligence

Ness Digital Engineering is a global digital engineering and technology services firm that helps enterprises modernize, build, and operate cloud-native platforms, data and AI solutions, and software products. With 25+ years of engineering experience, a consulting-led delivery model, and an AI-powered engineering platform (ATONIS), Ness focuses on outcomes such as faster release cycles, reduced manual effort, and automated enterprise workflows. It partners with cloud and data providers (AWS, Azure, Google Cloud, Snowflake, Databricks, Confluent, Salesforce) and serves industries including financial services, manufacturing & transportation, media & entertainment, retail, private equity, and healthcare.

📋 Description

• Lead and run a global L1 Salesforce support organization serving business users across regions • Own day-to-day end-user support experience, service quality, and operational excellence • Ensure consistent support coverage, handoffs, and follow-the-sun operations • Drive first-contact resolution and minimize escalations to L2/L3 • Oversee user onboarding, access issues, data fixes, and usability queries • Partner with business teams to improve Salesforce adoption and reduce support friction • Own incident and service request queues, daily operational metrics, and SLA compliance • Lead major incident triage and coordinate with L2/L3 and platform teams • Run daily and weekly support standups and operational reviews • Manage internal teams and/or managed service providers delivering L1 support • Define roles, shifts, coverage models, and escalation paths • Coach team members on Salesforce fundamentals, business processes, and soft skills • Establish and refine L1 support playbooks, runbooks, and knowledge articles • Drive self-service and knowledge deflection through FAQs, guided flows, and macros • Leverage ServiceNow, Jira, and Salesforce Service Cloud • Identify recurring user issues and partner with product and L2/L3 teams to eliminate root causes • Ensure ticket categorization, documentation, and handover to L2/L3 • Track trends and proactively raise risks affecting user productivity • Provide executive-level reporting on user pain points and service health

🎯 Requirements

• 5–8 years of experience leading Salesforce L1/end-user support teams • Experience managing globally distributed teams across onshore, nearshore, and offshore models • Strong understanding of Salesforce user-facing functionality, including Sales, Service, and Experience • Hands-on experience running high-volume support operations • Strong people management, coaching, and performance management skills • Excellent communication and stakeholder management abilities • Exposure to ITIL-based support processes • Experience working with managed services or AMS providers • Familiarity with Salesforce Service Cloud for case management • Salesforce Admin or Service Cloud certification • Ability to manage people across time zones and cultures • Experience driving Salesforce adoption, usability, SLA adherence, and first-contact resolution

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