Salesforce

Sr. Help Agent Manager, Slack & Trailhead

Salesforce • $143K — $216K *
Washington, DC 20011In-Person
Information Technology
5 - 7 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • Bachelor's degree in Business, Computer Science, Data Analytics, or a related field
  • 6+ years of experience in program management, product management, service delivery, or similar
  • Strong analytical and data-driven decision-making skills
  • Ability to work cross-functionally with various teams to enhance products
  • Exceptional written and verbal communication skills
  • Familiar with AI and automation technologies
  • Proactive in developing roadmaps and engaging with engineering teams

Responsibilities

  • Own Help Agent resolution rate performance for Slack and Trailhead
  • Build and execute data-driven resolution rate improvement plans
  • Develop and maintain a book of Agent Skills for capability enhancements
  • Collaborate with Product Management and Engineering on roadmap priorities
  • Act as a strategic resource for the Slack and Trailhead Technical Support teams
  • Maintain a Rhythm of Business across Slack and Trailhead stakeholders
  • Manage scorecards tracking resolution rates and opportunities
  • Drive content strategy and data management for Help Agent improvement

Benefits

  • Comprehensive health insurance plans
  • Opportunities for professional development and training
  • Flexible work arrangements including remote work options
  • Access to cutting-edge technology and innovative projects
  • Supportive and collaborative team culture
Full Job Description

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category

Program & Project Management

Job Details

Job Title: Senior Help Agent Manager, Slack & Trailhead
Location: Washington, D.C.

About the Team

The Help Agent Management team is part of Salesforce's Digital Success Data & AI organization, and sits at the intersection of AI technology and customer support delivery.

Agent Managers are a newly defined role for the agentic era, managing Salesforce's Help Agent the same way a Service Delivery Manager manages a human team.

About the Role

Salesforce's Help Agent is an AI-powered agent available 24/7 on the Salesforce Help Portal, designed to autonomously resolve customer support cases without requiring human intervention. As Salesforce's primary self-service support channel, the Help Agent handles thousands of customer interactions daily, making its accuracy, capability, and issue resolution rate a direct driver of customer satisfaction and support efficiency at scale. The Senior Help Agent Manager for Slack & Trailhead is a high-impact role at the forefront of our agentic support strategy. In this position, you will function like a Service Delivery Manager for the Help Agent, owning resolution rate outcomes, skills and capabilities planning, and fostering a deep partnership with the Slack and Trailhead Technical Support Delivery teams. This is a Cloud-aligned role with direct responsibility for driving measurable improvement in Help Agent's ability to autonomously resolve customer cases.


Your Impact - Responsibilities
What You'll Do

  • 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 and justifying new Help Agent capability enhancement opportunities

  • Partner with Product Management and Engineering on roadmap priorities and technology investments to enable these new Agent Skills

  • Partner with Slack and Trailhead Technical Support Delivery teams as an embedded strategic resource

  • Maintain a Rhythm of Business (RoB) across Slack and Trailhead stakeholders

  • Manage scorecards tracking resolution rate trends, top challenges, and skills/opportunity coverage

  • Drive the underlying content strategy and data management planning to improve Help Agent performance

  • Deliver error analysis reporting and opportunity analytics


Who You'll Work With

  • A team of Agent Managers aligned to Salesforce's other Clouds

  • Support Delivery Cloud Technical Leads

  • Slack and Trailhead Customer Success Executive Leadership

  • AI Tooling

  • Agent Evaluations

  • Product Management

  • Engineering

  • Digital Channel Management

  • Content Strategists, Writers, and Contributors


What We're Looking For
Minimum Qualifications

  • 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 to drive product and feature enhancements from concept to reality

  • Exceptional written and verbal communication and stakeholder management skills

  • Familiarity with AI, conversational AI, or support automation technologies

  • A highly-proactive approach to roadmap development and engineering engagement

  • Verbal and written fluency in English


Preferred Qualifications

  • Experience with Slack and/or Trailhead products

  • Prior experience with help agent, chatbot, or virtual assistant performance management

  • Experience with self-help resolution rate metrics, support case analysis, or top case driver classification frameworks

  • Familiarity with agentic observability tools, Gemini, Claude Code, Slackbot, Tableau dashboards, and/or similar analytics platforms

  • Background in managing programs at the intersection of AI systems and human support teams

  • Experience supporting developer or admin-focused customer communities (e.g., Trailhead learners, Slack platform developers)

*LI-Y

About Salesforce

ExactTarget is a provider of on-demand email marketing software solutions. Their suite of on-demand one-to-one marketing applications enables clients to send business-critical and event-triggered communications to increase sales, optimize marketing investments, and strengthen customer relationships. They offer four editions of their on-demand software application along with integrated solutions such as ExactTarget for AppExchange and ExactTarget for [Microsoft](/organization/Microsoft) Dynamics CRM.

Salesforce Careers

Joining Salesforce means becoming part of a dynamic, global team of professionals who are deeply committed to driving customer success and innovation. As the world's leading Customer Relationship Management (CRM) platform, Salesforce offers unparalleled job opportunities in technology and consulting, making it an ideal place for ambitious individuals looking to make a significant impact.

Work You'll Do

At Salesforce, every position is a chance to leverage your skills and creativity to transform businesses and industries. Our diverse team of experts collaborates to deliver cutting-edge solutions that foster growth and enhance leadership capabilities. By joining our team, you'll be at the forefront of digital innovation, using Salesforce's powerful platform to help clients navigate their transformation journeys.

Innovate and Lead

Salesforce is not just a company; it's a community where you can lead with your ideas and see them come to life. Our culture of innovation encourages you to challenge the status quo and push the boundaries of what's possible. With Salesforce, you'll work alongside leaders in technology and business who are committed to your growth and professional development.

Career Growth and Opportunities

Whether you're looking for an internship, a full-time position, or leadership roles, Salesforce provides a wealth of opportunities to advance your career. Our commitment to professional growth is reflected in our robust training programs, including leadership development and diversity training, designed to help you excel at every stage of your career.

Be Part of a Great Team

Salesforce prides itself on a culture that values diversity, teamwork, and open communication. We believe that our strength lies in our people, and we're committed to creating an environment where everyone can thrive. Joining our team means being part of a supportive community that encourages networking and collaboration.

Benefits and Culture

At Salesforce, we understand that job satisfaction extends beyond the office. That's why we offer competitive benefits to support the health, well-being, and financial security of our employees and their families. From health insurance and retirement plans to wellness programs and flexible working arrangements, we provide the benefits that contribute to a better work-life balance.

Explore Job Opportunities

Ready to take the next step in your career? Explore the wide range of employment opportunities at Salesforce. From technical roles to customer engagement positions, we are continuously hiring talented individuals who are passionate about making a difference.

Stay Connected

Keep up to date with the latest at Salesforce by following our careers blog. Gain insights from the people who work here and learn how you can bring your career to the next level with Salesforce.

Apply Now

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Join Salesforce today and be part of a company that's shaping the future of technology, fostering a culture of innovation, and building a more equitable world.
Learn more about Salesforce
Size
73,541 employees
Market Cap
$130.4 billion
Industry
Enterprise Technology
Net Income
$4 billion
Founded
2000
5 Year Trend
+25.7%
Revenue
$21.2 billion
NASDAQ
CRM
* Ladders Estimates

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