Senior Help Agent Manager, Slack – Trailhead

Job not on LinkedIn

🔥 0 minutes ago

🏛️ District of Columbia, Washington – Remote

🏛️ District of Columbia – Remote ☕ Washington – Remote

💵 $143.4k - $216.9k / year

⏰ Full Time

🟠 Senior

👔 Manager

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Salesforce

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1999

💼 Consulting

📣 Marketing

☁️ SaaS

Consulting • Marketing • SaaS

Salesforce is a leading cloud-based software company that provides a comprehensive customer relationship management (CRM) platform. The platform connects all company data and teams on an integrated, AI-driven system to improve sales, customer service, and marketing efforts. Salesforce offers scalable solutions for businesses of all sizes, including small and medium enterprises, and provides industry-specific solutions to modernize operations, save time, and reduce costs. Salesforce also offers educational resources through Trailhead and a wide selection of apps on AppExchange to extend its CRM capabilities.

📋 Description

• Own Help Agent resolution rate performance for Slack and Trailhead • Build and execute resolution rate improvement plans using data-driven opportunity analysis • Develop and maintain a book of Agent Skills • Identify and justify new Help Agent capability enhancement opportunities • Partner with Product Management and Engineering on roadmap priorities and technology investments • Partner with Slack and Trailhead Technical Support Delivery teams as an embedded strategic resource • Maintain a Rhythm of Business across Slack and Trailhead stakeholders • Manage scorecards tracking resolution rate trends, top challenges, and skills/opportunity coverage • Drive content strategy and data management planning to improve Help Agent performance • Deliver error analysis reporting and opportunity analytics

🎯 Requirements

• Bachelor's degree in Business, Computer Science, Data Analytics, or a related field • 6+ years of experience in program management, product management, service delivery, product operations, software development, or a related field • Strong analytical and data-driven decision-making skills • Demonstrated ability to work cross-functionally with Product, Engineering, and Customer Success organizations • Exceptional written and verbal communication and stakeholder management skills • Familiarity with AI, conversational AI, or support automation technologies • Highly proactive approach to roadmap development and engineering engagement • Verbal and written fluency in English • Experience with Slack and/or Trailhead products preferred • Prior experience with help agent, chatbot, or virtual assistant performance management preferred • Experience with self-help resolution rate metrics, support case analysis, or top case driver classification frameworks preferred • Familiarity with agentic observability tools, Gemini, Claude Code, Slackbot, Tableau dashboards, and/or similar analytics platforms preferred • Background in managing programs at the intersection of AI systems and human support teams preferred • Experience supporting developer or admin-focused customer communities preferred

🏖️ Benefits

• Time off programs • Medical insurance • Dental insurance • Vision insurance • Mental health support • Paid parental leave • Life insurance • Disability insurance • 401(k) • Employee stock purchasing program • Certain roles may be eligible for incentive compensation, equity, and benefits