Salesforce Technical Support Manager

closed
LNB Solutions Inc. Logo

LNB Solutions Inc.

πŸ“Remote - Worldwide

Summary

Join LNB Solutions, a company committed to delivering world-class solutions through innovative technology and exceptional service, as their Salesforce Technical Support Manager. You will oversee support operations for their flagship product, Kinship, a Salesforce-based platform. This role requires advanced technical expertise in Salesforce, Zendesk, and related tools to lead a team, resolve customer issues, and improve processes. You will mentor the support team, act as an escalation point for complex issues, and collaborate with cross-functional teams. The position offers remote work and a competitive salary and benefits package. You will have the opportunity to shape support processes and make a meaningful impact on customer satisfaction.

Requirements

  • Salesforce Certified Administrator with advanced Salesforce troubleshooting experience
  • Zendesk Certifications and hands-on expertise in Zendesk workflows and automations
  • Proven ability to optimize ticket handling processes and ensure SLA adherence
  • Experience with Jira for issue tracking and management
  • Exceptional attention to detail and strong organizational skills
  • Proven ability to communicate technical solutions clearly to non-technical stakeholders

Responsibilities

  • Oversee ticket workflows in Zendesk and ensure issues are triaged, prioritized, and resolved within defined SLAs
  • Monitor unresolved tickets and ensure timely follow-up with customers for all resolved issues
  • Implement and enforce best practices for ticket handling, escalation, and resolution
  • Mentor and support the frontline support team, providing guidance on Salesforce-related queries and processes
  • Act as the escalation point for complex Salesforce-related issues
  • Utilize Jira to track and manage escalations, collaborating with SMEs and developers for timely resolutions
  • Use Copado to support release management and deployment processes when necessary
  • Identify inefficiencies in current support workflows and implement solutions to optimize response times
  • Create and enforce documentation standards for issue resolution and customer communication
  • Analyze SLA adherence and provide weekly reports to leadership with actionable insights
  • Ensure proactive communication with customers regarding ticket statuses, updates, and resolutions
  • Collaborate with the Customer Success team to improve customer satisfaction metrics and retention

Preferred Qualifications

  • Experience with Copado for release management and deployment
  • Background in managing support teams for a SaaS or Salesforce-based product
  • Knowledge of customer success methodologies and metrics

Benefits

  • Work remotely with a dynamic team committed to improving social services technology
  • Opportunity to shape support processes and make a meaningful impact on customer satisfaction
  • Competitive salary and benefits package
This job is filled or no longer available