Senior Help Agent Manager

Salesforce

. Own Help Agent resolution rate performance for Slack and Trailhead .

Posted 9/15/2026full-timeWashington, D.C. • Washington • United StatesSenior💰 $143,400 - $216,900 per yearWebsite

Core Competencies

Role fit

Core Competencies

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

Demonstrates expertise in program management and product operations, with a strong focus on data-driven decision-making and cross-functional collaboration. Proficient in managing Help Agent performance metrics and enhancing capabilities through strategic partnerships and analytics.

Highest-signal resume keywords

Program ManagementData-Driven Decision-MakingCross-Functional CollaborationHelp Agent Performance ManagementAI Technologies Familiarity

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

Data AnalyticsProduct ManagementService DeliverySoftware DevelopmentSupport Case AnalysisSelf-Help Resolution Rate MetricsTop Case Driver ClassificationHelp Agent Capability EnhancementError Analysis ReportingOpportunity Analytics

Soft Skills

Analytical SkillsStakeholder ManagementWritten CommunicationVerbal CommunicationProactive Approach

Tools & Technologies

SlackTrailheadAI ToolingAgentic Observability ToolsGeminiClaude CodeSlackbotTableau Dashboards

Industry Keywords

Help AgentChatbotVirtual AssistantCustomer SuccessSupport Automation

Tech Stack

Tools & technologies

CloudTableau

About the role

Key responsibilities & impact

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
Identify and justify new Help Agent capability enhancement opportunities
Partner with Product Management and Engineering on roadmap priorities and technology investments
Partner with Slack and Trailhead Technical Support Delivery teams as an embedded strategic resource
Maintain a Rhythm of Business across Slack and Trailhead stakeholders
Manage scorecards tracking resolution rate trends, top challenges, and skills/opportunity coverage
Drive content strategy and data management planning to improve Help Agent performance
Deliver error analysis reporting and opportunity analytics
Collaborate with Agent Managers, Support Delivery Cloud Technical Leads, Slack and Trailhead Customer Success Executive Leadership, AI Tooling, Agent Evaluations, Product Management, Engineering, Digital Channel Management, and Content Strategists, Writers, and Contributors

Requirements

What you’ll need

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
Experience with Slack and/or Trailhead products 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
Background in managing 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
Incentive compensation may be available for eligible roles
Equity may be available for eligible roles