Help Agent Manager
Job Summary
Driving measurable improvements in customer support, the full-time remote Help Agent Manager will manage the performance of Salesforce's AI-powered Help Agent, focusing on resolution rate outcomes and collaboration with technical support teams.
Key Responsibilities
- Support Help Agent resolution rate performance for Service Cloud and Field Service
- Build and execute resolution rate improvement plans using data-driven analysis
- Maintain a book of Agent Skills and identify opportunities for capability enhancements
Required Qualifications
- Bachelor's degree in Business, Computer Science, Data Analytics, or a related field
- 4+ years of experience in program management, product management, or service delivery
- Analytical and data-driven decision-making skills
- Familiarity with AI, conversational AI, or support automation technologies
- Demonstrated ability to work cross-functionally with Product and Engineering teams
Complete Job Description
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