Senior Help Agent Manager, Slack, Trailhead

Salesforce

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

Posted 9/23/2026full-timeBellevue • Washington • United StatesSenior💰 $143,400 - $216,900 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong analytical skills and data-driven decision-making to enhance Help Agent performance, while effectively collaborating with cross-functional teams including Product Management and Engineering. Proficient in managing resolution rate metrics and driving content strategy to improve service delivery.

Highest-signal resume keywords

Program ManagementData AnalyticsCross-Functional CollaborationAI TechnologiesStakeholder Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data-Driven Decision-MakingProgram ManagementProduct ManagementService DeliverySoftware DevelopmentSupport Case AnalysisSelf-Help Resolution Rate MetricsHelp Agent Performance ManagementChatbot Performance ManagementVirtual Assistant Performance Management

Soft Skills

Analytical SkillsExceptional CommunicationProactive ApproachStakeholder Management

Tools & Technologies

SlackTrailheadAI ToolingAgentic Observability ToolsTableau DashboardsGeminiClaude CodeSlackbot

Industry Keywords

Help AgentConversational AISupport AutomationCustomer SuccessDigital Channel Management

Tech Stack

Tools & technologies

Tableau

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, Technical Leads, Customer Success leadership, AI Tooling, Agent Evaluations, Product Management, Engineering, Digital Channel Management, and Content Strategists

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 certain roles
Equity may be available for certain roles