Salesforce Support Lead

Ness Digital Engineering

. Lead and run a global L1 Salesforce support organization serving business users across regions .

Posted 11/12/2026full-timeRemote • IndiaSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading global Salesforce L1 support teams, ensuring operational excellence, service quality, and effective user onboarding. Proficient in managing incident queues, driving Salesforce adoption, and leveraging tools like ServiceNow and Jira for support operations.

Highest-signal resume keywords

Salesforce L1 Support LeadershipSalesforce Service Cloud CertificationPeople Management SkillsITIL-Based Support ProcessesHigh-Volume Support Operations

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Salesforce User-Facing FunctionalityIncident ManagementSLA ComplianceData FixesSupport Metrics Tracking

Soft Skills

Coaching SkillsExcellent CommunicationStakeholder ManagementPerformance Management

Tools & Technologies

Salesforce Service CloudServiceNowJira

Certifications & Qualifications

Salesforce Admin CertificationSalesforce Service Cloud Certification

Industry Keywords

Global Support OperationsFirst-Contact ResolutionUser OnboardingManaged ServicesSupport Playbooks

Tech Stack

Tools & technologies

CloudServiceNow

About the role

Key responsibilities & impact

Lead and run a global L1 Salesforce support organization serving business users across regions
Own day-to-day end-user support experience, service quality, and operational excellence
Ensure consistent support coverage, handoffs, and follow-the-sun operations
Drive first-contact resolution and minimize escalations to L2/L3
Oversee user onboarding, access issues, data fixes, and usability queries
Partner with business teams to improve Salesforce adoption and reduce support friction
Own incident and service request queues, daily operational metrics, and SLA compliance
Lead major incident triage and coordinate with L2/L3 and platform teams
Run daily and weekly support standups and operational reviews
Manage internal teams and/or managed service providers delivering L1 support
Define roles, shifts, coverage models, and escalation paths
Coach team members on Salesforce fundamentals, business processes, and soft skills
Establish and refine L1 support playbooks, runbooks, and knowledge articles
Drive self-service and knowledge deflection through FAQs, guided flows, and macros
Leverage ServiceNow, Jira, and Salesforce Service Cloud
Identify recurring user issues and partner with product and L2/L3 teams to eliminate root causes
Ensure ticket categorization, documentation, and handover to L2/L3
Track trends and proactively raise risks affecting user productivity
Provide executive-level reporting on user pain points and service health

Requirements

What you’ll need

5–8 years of experience leading Salesforce L1/end-user support teams
Experience managing globally distributed teams across onshore, nearshore, and offshore models
Strong understanding of Salesforce user-facing functionality, including Sales, Service, and Experience
Hands-on experience running high-volume support operations
Strong people management, coaching, and performance management skills
Excellent communication and stakeholder management abilities
Exposure to ITIL-based support processes
Experience working with managed services or AMS providers
Familiarity with Salesforce Service Cloud for case management
Salesforce Admin or Service Cloud certification
Ability to manage people across time zones and cultures
Experience driving Salesforce adoption, usability, SLA adherence, and first-contact resolution