Senior Manager, Customer Support

Required

• 7+ years in technical support, including 3+ years building and leading 24x7x365 technical support teams or similar customer-facing functions. Experience in a high-growth software company is a plus.
• Experience optimising and implementing incident management processes at the support operations level, from SLA adherence to customer-facing RCA documentation
• Experience managing, coaching and developing team members across multiple North American locations and time zones
• Demonstrated experience handling customer escalations in close collaboration with Professional Services, Customer Success, Sales and Engineering
• A solid technical grounding in APIs, SaaS architecture and modern web technologies, enough to guide engineers and engage credibly with technical customers
• Hands-on experience with Zendesk, Jira, Slack and Salesforce
• Strong communication skills, both externally with customers and internally to drive cross-functional alignment
• You thrive amid ambiguity, yet create simplicity and clarity for the organisation
• Adaptability to change, which is key in a fast-growing business
• Extremely collaborative and comfortable working cross-functionally; always in team-building mode, whether across the company or within your own organisation
• At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions. The typical base salary range for this position is $150,100 - $187,600 annually.
• Your recruiter can share more about the specific salary range for the job location during the hiring process. The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable