Senior Help Agent Manager
Job Summary
Driving measurable improvements in customer support efficiency, the full-time Senior Help Agent Manager will oversee the resolution rate performance of Salesforce's AI-powered Help Agent for Slack and Trailhead, collaborating closely with technical support teams in a remote setting.
Key responsibilities
- 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, identifying new capability enhancement opportunities
Required qualifications
- Bachelor's degree in Business, Computer Science, Data Analytics, or a related field
- 6+ years of experience in program management, product management, or service delivery
- Strong analytical and data-driven decision-making skills
- Familiarity with AI, conversational AI, or support automation technologies
- Demonstrated ability to work cross-functionally with Product, Engineering, and Customer Success organizations
Complete Job Description
The complete job description is available to members. Premium membership includes:
Full access to 40,347 remote jobs from human-vetted companies, updated daily
Resume Builder - AI-powered tool to craft, enhance, and tailor your resume to a specific job
Twice-monthly live group coaching and the full Remote Career Center
20% member discount on Career Services
Backed by a 30-day money-back guarantee
Company Company Name
Headquarters Headquarters
Founded Founded
Website
Wikipedia Wikipedia URL
BBB URL BBB URL
The company description is available to members. Go Premium for full access to every job and company profile in our remote jobs database, backed by a 30-day money-back guarantee.
