Customer Support Lead

Job Summary

A company is looking for a Customer Support Lead to provide technical support for Salesforce-based solutions.

Key Responsibilities

• Serve as the primary technical support contact for customers using Salesforce-based lending and broker solutions
• Manage support tickets and SLAs within Jira Service Desk, ensuring proper documentation and timely resolution
• Create and maintain knowledge base articles and troubleshooting guides while identifying opportunities for product or process improvements

Required Qualifications

• Minimum of 2 years of Salesforce experience, including knowledge of Sales Cloud and Service Cloud
• 2+ years of experience in technical product support, preferably with Salesforce-based products
• Experience using Jira Service Desk or other ticketing systems
• Proven ability to document solutions and create knowledge base articles or user guides
• Passion for customer experience and a strong desire to grow into a leadership role