Help Agent Manager, Service Cloud

Salesforce

. Support Help Agent resolution rate performance for Service Cloud and Field Service .

Posted 10/5/2026full-timeUnited StatesMid-LevelSenior💰 $117,400 - $177,600 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong analytical and data-driven decision-making skills to enhance Help Agent performance through effective resolution rate improvement plans. Proficient in collaborating cross-functionally with Product Management, Engineering, and Customer Success to drive roadmap development and support automation technologies.

Highest-signal resume keywords

Salesforce Service Cloud ExperienceProgram ManagementData AnalyticsAnalytical Decision-MakingStakeholder Management

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Program ManagementData AnalyticsProduct ManagementService DeliverySoftware DevelopmentHelp Agent Performance ManagementSelf-Help Resolution Rate MetricsSupport Case AnalysisTop Case Driver ClassificationAI Systems Familiarity

Soft Skills

Strong Written CommunicationStrong Verbal CommunicationCross-Functional CollaborationProactive Approach

Tools & Technologies

Salesforce Service CloudField ServiceAI ToolingAgentic Observability ToolsTableau DashboardsGeminiClaude CodeSlackbot

Industry Keywords

Help AgentConversational AISupport AutomationCustomer SuccessDigital Success

Tech Stack

Tools & technologies

CloudTableau

About the role

Key responsibilities & impact

Support Help Agent resolution rate performance for Service Cloud and Field Service
Help build and execute resolution rate improvement plans using data-driven opportunity analysis
Maintain a book of Agent Skills and identify new Help Agent capability enhancement opportunities
Partner with Product Management and Engineering on roadmap priorities enabling new Agent Skills
Partner with Service Cloud Technical Support Delivery teams as an embedded resource
Contribute to a Rhythm of Business across Service Cloud stakeholders
Maintain scorecards tracking resolution rate trends, top challenges, and skills/opportunity coverage
Support content strategy and data management planning to improve Help Agent performance
Deliver error analysis reporting and opportunity analytics
Collaborate with Agent Managers, Cloud Technical Leads, Customer Success leadership, AI Tooling, Agent Evaluations, Product Management, Engineering, Digital Success for Mergers & Acquisitions, and content teams

Requirements

What you’ll need

Bachelor's degree in Business, Computer Science, Data Analytics, or a related field
4+ years of experience in program management, product management, service delivery, product operations, software development, or a related field
Analytical and data-driven decision-making skills
Demonstrated ability to work cross-functionally with Product, Engineering, and Customer Success organizations
Strong written and verbal communication and stakeholder management skills
Familiarity with AI, conversational AI, or support automation technologies
A proactive approach to roadmap development and engineering engagement
Verbal and written fluency in English
Experience with Salesforce Service Cloud and/or Field Service preferred
Prior experience with help agent, chatbot, or virtual assistant performance management preferred
Experience with self-help resolution rate metrics, support case analysis, or top case driver classification frameworks preferred
Familiarity with agentic observability tools, Gemini, Claude Code, Slackbot, Tableau dashboards, and/or similar analytics platforms preferred
Demonstrated interest in programs at the intersection of AI systems and human support teams preferred
Experience supporting developer or admin-focused customer communities preferred

Benefits

Comp & perks

Time off programs
Medical insurance
Dental insurance
Vision insurance
Mental health support
Paid parental leave
Life insurance
Disability insurance
401(k)
Employee stock purchasing program
Potential incentive compensation, equity, and benefits, as applicable
Reasonable accommodation during the application or recruiting process