Senior Help Agent Manager
What you'll need to apply
Fields this application requires
Company-specific questions
- Do you have the unrestricted right to work in the country to which you're applying? (You must answer “No” if you are on any visa or possess any government issued work authorization document that has an expiration date; you should answer “Yes” if you have DACA or TPS authorization in the US)
- Government Employment: In the last 5 years, have you been an employee of a U.S. federal, state, or local government, including a "special Government employee" (defined under 18 U.S.C. §202), or a member of the U.S. Armed Services (including Reserve and Guard components)?
- I attest/confirm that I have no post-government employment restrictions currently applicable to me that have not already been addressed or disclosed in the previous questions, OR that if I am aware of any applicable restrictions, I will disclose them to the recruiter if contacted for further processing of my application. If I received written advice from my current or former government employer about work restrictions that are still active, I will provide it to the recruiter if contacted for further processing of my application.
- Are you currently or have you in the past been debarred, suspended, proposed for debarment or declared ineligible for award of a contract by any federal agency?
- As a U.S. company that exports software and technology internationally, we must comply with U.S. export control laws in every country where we operate. The information provided will be used to determine whether we need to obtain an Export Control License for your employment if you are hired. Are you a citizen, national or permanent resident of Iran, Cuba, North Korea or Syria?
- Regarding future positions at Salesforce, please select one of the following options
- I acknowledge that I have read, reviewed and answered the above questions truthfully and accurately. I further understand, and agree, that any offer of employment I may receive from Salesforce is conditional on the truth of the above statements and that, in the event it is subsequently determined that any of the above is inaccurate, any such offer of employment can be rescinded and, in the event I have commenced employment, such employment will be terminated, to the extent permitted by applicable law. Please select "yes" if you acknowledge.
About this role
Employer-provided description, formatted for easier reading.
Job Title: Senior Help Agent Manager, Slack & Trailhead Location: Washington, D. C.
About the Team
The Help Agent Management team is part of Salesforce's Digital Success Data & AI organization, and sits at the intersection of AI technology and customer support delivery.
Agent Managers are a newly defined role for the agentic era, managing Salesforce's Help Agent the same way a Service Delivery Manager manages a human team.
About the Role
Salesforce's Help Agent is an AI-powered agent available 24/7 on the Salesforce Help Portal, designed to autonomously resolve customer support cases without requiring human intervention.
As Salesforce's primary self-service support channel, the Help Agent handles thousands of customer interactions daily, making its accuracy, capability, and issue resolution rate a direct driver of customer satisfaction and support efficiency at scale. The Senior Help Agent Manager for Slack & Trailhead is a high-impact role at the forefront of our agentic support strategy.
In this position, you will function like a Service Delivery Manager for the Help Agent, owning resolution rate outcomes, skills and capabilities planning, and fostering a deep partnership with the Slack and Trailhead Technical Support Delivery teams. This is a Cloud-aligned role with direct responsibility for driving measurable improvement in Help Agent's ability to autonomously resolve customer cases.
Your Impact - Responsibilities
What You'll Do
- 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, identifying and justifying new Help Agent capability enhancement opportunities
- Partner with Product Management and Engineering on roadmap priorities and technology investments to enable these new Agent Skills
- Partner with Slack and Trailhead Technical Support Delivery teams as an embedded strategic resource
- Maintain a Rhythm of Business (RoB) across Slack and Trailhead stakeholders
- Manage scorecards tracking resolution rate trends, top challenges, and skills/opportunity coverage
- Drive the underlying content strategy and data management planning to improve Help Agent performance
- Deliver error analysis reporting and opportunity analytics
Who You'll
Work With
- A team of Agent Managers aligned to Salesforce's other Clouds
- Support Delivery Cloud Technical Leads
- Slack and Trailhead Customer Success Executive Leadership
- AI Tooling
- Agent Evaluations
- Product Management
- Engineering
- Digital Channel Management
- Content Strategists, Writers, and Contributors
What We're Looking For
Minimum Qualifications
- 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
Preferred Qualifications
- Experience with Slack and/or Trailhead products
- Prior experience with help agent, chatbot, or virtual assistant performance management
- Experience with self-help resolution rate metrics, support case analysis, or top case driver classification frameworks
- Familiarity with agentic observability tools, Gemini, Claude Code, Slackbot, Tableau dashboards, and/or similar analytics platforms
- Background in managing programs at the intersection of AI systems and human support teams
- Experience supporting developer or admin-focused customer communities (e.g., Trailhead learners, Slack platform developers)