Salesforce Support Lead

This is a fully remote position, open to applicants in North Carolina.

📋 Description

• Act as the primary escalation point for intricate customer support challenges

• Collaborate with the team on support tickets, delivering clear and prompt solutions

• Establish and uphold high standards for exceptional customer support

• Oversee the client onboarding process from the initial call to the go-live stage

• Assist new clients in setting up and configuring Salesforce

• Transform successful onboarding strategies into repeatable procedures

• Conduct customer training sessions

• Develop scalable training and support resources, including guides, brief videos, and knowledge base articles

• Work with Customer Success to pinpoint accounts that may be at risk of disengagement

• Analyze usage data and support trends to spot opportunities for enhanced product adoption

• Provide mentorship to the support team

• Enhance support workflows, documentation, and ticket transition processes

⛳️ Requirements

• Practical experience in creating custom Salesforce objects and fields

• Experience in designing and implementing Salesforce Flow

• Proficiency in writing SOQL queries

• Knowledge of user permission management

• Familiarity with email templates, alerts, and list views

• Experience generating Salesforce reports and dashboards

• Background in data import/export and Translation Workbench

• Expertise in troubleshooting configuration and data-related issues

• Over 5 years in a customer-facing position, ideally within SaaS

• At least 3 years of hands-on Salesforce administration experience

• Previous experience in mentoring or leading teams in support, onboarding, or customer success

• Possession of at least one current Salesforce certification (Administrator, Advanced Administrator, Nonprofit Cloud Consultant, or equivalent)

• Comfortable working remotely and conducting client calls and training sessions

• Excellent communication, documentation, and project management abilities

• Capable of managing multiple priorities without losing focus

• Hands-on experience with HTML and CSS (preferred)

• Background in creating customer training materials or video tutorials (preferred)

• Experience with CMS platforms (Wix, WordPress, or similar) (preferred)

• Familiarity with HTML, SOQL, or comparable technical languages (preferred)

🏝️ Benefits

• Medical, Dental & Vision Insurance (after 90 days)

• 401(k) (after 90 days)

• Unlimited PTO after 90 days

• 9 paid holidays

• Paid maternity and paternity leave

• Fully remote work environment

• Annual salary reviews with adjustments based on individual and company performance