Salesforce Technical Support Manager

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