Salesforce Support Manager

Job Summary:

We are looking for a proactive and organized Salesforce Support Manager to oversee our ticket management process, ensure timely resolution of support issues, and act as a bridge between users, developers, and support staff. The ideal candidate will have excellent coordination skills, experience with support tools, and a solid understanding of Salesforce. Technical knowledge of the Salesforce platform is a strong advantage.

Key Responsibilities:

• Monitor and manage incoming Salesforce support tickets through the internal ticketing system.
• Ensure tickets are categorized, prioritized , and assigned appropriately based on impact and urgency.
• Coordinate with Salesforce developers, admins, and support staff to ensure timely resolution of issues within defined SLA timelines .
• Maintain clear and timely communication with stakeholders regarding ticket status and resolution.
• Identify recurring issues and suggest improvements to reduce support requests.
• Conduct periodic review meetings to track ticket metrics, resolution timelines, and bottlenecks.
• Maintain documentation related to support processes, knowledge base articles, and SOPs.
• Collaborate with internal business users to gather feedback and identify system improvement areas.
• Ensure compliance with security and data privacy standards related to Salesforce usage.
• Provide basic troubleshooting and guidance when required.

Preferred Qualifications & Skills:

• Bachelors degree in Computer Science, Information Systems, or a related field.
• 5+ years of experience in support operations, project coordination, or CRM support roles.
• Salesforce Admin certification or technical understanding of Salesforce CRM is highly desirable.
• Familiarity with Salesforce modules: Sales Cloud, Service Cloud, Experience Cloud, etc.
• Experience with ticketing systems (e.g., Jira, Zendesk, Freshdesk).
• Strong organizational and communication skills with the ability to multitask and manage priorities.
• Detail-oriented with a commitment to meeting SLAs and delivering a positive support experience.
• Ability to work collaboratively with technical and non-technical teams.

What We Offer:

• A dynamic work environment in a fast-growing digital transformation company.
• Opportunities to learn and grow within the Salesforce ecosystem.
• Cross-functional collaboration across geographies and industries.
• Employee-first culture with flexibility and wellness initiatives.