Salesforce Support & Onboarding Lead

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Salesforce Support & Onboarding Lead based in United States.

This role combines hands-on Salesforce expertise, customer support leadership, and structured client onboarding.

You will serve as a senior escalation point for complex Salesforce issues while helping customers get the most from the platform.

You will own onboarding journeys from initial conversations through configuration, training, and go-live.

The role also gives you the opportunity to shape support processes, documentation, training resources, and team workflows.

You will work closely with customers and internal teams to identify recurring challenges, improve adoption, and strengthen retention.

As a hands-on leader, you will mentor team members while continuously improving how support and onboarding are delivered.

This is an ideal opportunity for someone who enjoys solving technical problems, teaching others, and turning recurring issues into better processes.

Accountabilities

• Act as the escalation point for complex customer support issues, working directly on tickets, providing timely solutions, and setting a high standard for customer support quality.
• Lead customer onboarding from the initial call through configuration and go-live, adapting implementation timelines and approaches to each customer's needs.
• Develop repeatable onboarding processes that improve consistency, efficiency, and the overall customer experience.
• Deliver customer training sessions and create scalable educational resources, including user guides, short videos, and knowledge base content.
• Help customers move beyond basic platform usage by identifying opportunities to improve adoption, workflows, and overall value.
• Partner with Customer Success teams to identify accounts that may be experiencing challenges and provide proactive support before issues affect retention.
• Analyze usage patterns and support trends to identify opportunities for stronger customer engagement and product adoption.
• Mentor and support members of the support team, helping develop their technical capabilities and customer-facing skills.
• Improve support workflows, documentation, ticket routing, and escalation processes to create a more efficient and sustainable support function.
• Identify recurring technical or process issues, resolve immediate problems, and address underlying causes to prevent them from happening again.
• Contribute to building scalable support and onboarding practices that reduce dependency on individual team members and improve operational consistency.

Requirements

• Bring at least 5 years of experience in a customer-facing role, preferably within a SaaS environment.
• Have at least 3 years of hands-on experience administering Salesforce.
• Demonstrate practical experience creating and managing Salesforce custom objects and fields.
• Have hands-on experience designing and implementing Salesforce Flows.
• Be comfortable writing SOQL queries and troubleshooting Salesforce configuration and data issues.
• Have experience managing user permissions, email templates, alerts, list views, reports, and dashboards.
• Be experienced with Salesforce data imports and exports and have familiarity with Translation Workbench.
• Have experience mentoring or leading individuals within a support, onboarding, customer success, or similar customer-facing team.
• Hold at least one current Salesforce certification, such as Salesforce Administrator, Advanced Administrator, Nonprofit Cloud Consultant, or a comparable certification.
• Be comfortable conducting customer calls, leading training sessions, and working effectively in a fully distributed environment.
• Demonstrate strong communication, documentation, organization, and project management skills.
• Be able to manage multiple priorities simultaneously while maintaining attention to detail and following issues through to resolution.
• Ideally, have hands-on experience with HTML and CSS and familiarity with CMS platforms such as Wix or WordPress.
• Experience creating customer training materials, video tutorials, or other educational resources is a plus.
• Demonstrate a continuous-improvement mindset and a willingness to investigate both immediate problems and the processes behind them.

Benefits

• Annual salary of $85,000-$95,000.
• Medical, dental, and vision insurance available after 90 days.
• 401(k) available after 90 days.
• Unlimited paid time off after 90 days.
• 9 paid holidays.
• Paid maternity and paternity leave.
• Fully remote work environment.
• Annual salary reviews based on individual performance and organizational performance.
• Full-time employment with the flexibility of a remote-first working environment.