{"id":1735890,"url":"https://alion.io/job/salesforce-help-agent-manager-service-cloud","title":"Help Agent Manager, Service Cloud","company":{"id":70,"name":"Salesforce","domain":"salesforce.com","url":"https://alion.io/company/salesforce","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":84,"open_postings":347,"ghost_share":0.006,"stale_share":0.608,"repost_share":0.037,"time_to_fill_p50_days":22,"computed_at":"2026-10-07T05:47:15Z"}},"role":"HR","role_family":"HR","seniority":"middle","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["New York, United States","Boston, United States","Washington, United States","San Francisco, United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":117400,"max":177600,"currency":"USD","period":"year","gross":null,"usd_annual":177600},"salary_estimate":null,"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agentforce","optional":false},{"name":"AI Agents","optional":false},{"name":"Salesforce","optional":false},{"name":"Claude Code","optional":true},{"name":"Tableau","optional":true}],"status":"live","first_seen_at":"2026-10-02T00:00:00Z","employer_posted_date":"2026-10-02","last_verified_at":"2026-10-07T22:19:28Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.\nJob Category\nProgram & Project ManagementJob Details\nAbout Salesforce\nSalesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword - it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.\nReady to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.\nAbout the Team\nThe 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.\nAbout the Role\nSalesforce's Help Agent is an AI-powered agent available 24/7 on the Salesforce Help Portal (https://help.salesforce.com), 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.\nThe Help Agent Manager for Service Cloud is a growth-track role at the forefront of our agentic support strategy. In this position, you will function like a Service Delivery Manager for the Help Agent, contributing to resolution rate outcomes, skills and capabilities planning, and building a strong partnership with the Service Cloud and Field Service Technical Support Delivery teams.s\nThis is a Cloud-aligned role with direct responsibility for driving measurable improvement in Help Agent's ability to autonomously resolve customer cases, with support and mentorship from senior Agent Managers on the team.\nWhat You'll Do\nSupport Help Agent resolution rate performance for Service Cloud and Field Service\nHelp build and execute resolution rate improvement plans using data-driven opportunity analysis\nMaintain a book of Agent Skills, identifying new Help Agent capability enhancement opportunities\nPartner with Product Management and Engineering on roadmap priorities that enable these new Agent Skills\nPartner with Service Cloud Technical Support Delivery teams as an embedded resource\nContribute to a Rhythm of Business (RoB) across Service Cloud stakeholders\nMaintain scorecards tracking resolution rate trends, top challenges, and skills/opportunity coverage\nSupport content strategy and data management planning to improve Help Agent performance\nDeliver error analysis reporting and opportunity analytics\nWho You'll Work With\nA team of Agent Managers aligned to Salesforce's other Clouds\nSupport Delivery Cloud Technical Leads for Service and other Clouds\nService Cloud & Field Service Customer Success Executive Leadership\nAI Tooling\nAgent Evaluations\nProduct Management\nEngineering\nDigital Success for Mergers & Acquisitions\nContent Strategists, Writers, and Contributors\nWhat We're Looking For\nMinimum Qualifications\nBachelor's degree in Business, Computer Science, Data Analytics, or a related field\n4+ years of experience in program management, product management, service delivery, product operations, software development, or a related field\nAnalytical and data-driven decision-making skills\nDemonstrated ability to work cross-functionally with Product, Engineering, and Customer Success organizations\nStrong written and verbal communication and stakeholder management skills\nFamiliarity with AI, conversational AI, or support automation technologies\nA proactive approach to roadmap development and engineering engagement\nVerbal and written fluency in English\nPreferred Qualifications\nExperience with Salesforce Service Cloud and/or Field Service\nPrior experience with help agent, chatbot, or virtual assistant performance management (Agentforce and/or Fin are a big plus!)\nExperience with self-help resolution rate metrics, support case analysis, or top case driver classification frameworks\nFamiliarity with agentic observability tools, Gemini, Claude Code, Slackbot, Tableau dashboards, and/or similar analytics platforms\nDemonstrated interest in programs at the intersection of AI systems and human support teams\nExperience supporting developer or admin-focused customer communities\n*LI-Y\nUnleash Your Potential\nWhen you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance andbe your best, and our AI agents accelerate your impact so you cando your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future - but to redefine what’s possible - for yourself, for AI, and the world.\nAccommodations\nIf you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.\nPlease note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.\nPosting Statement\nSalesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications - without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.\nIn the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions.\n\nThe typical base salary range for this position is $117,400 - $177,600 annually. In select cities within the San Francisco and New York City metropolitan area, the base salary range for this role is $140,900 - $193,700 annually.\n\nThe range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.","description_format":"text","description_chars":8420,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":["Equity","Parental leave"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Marketing Automation","AI Agents","Team Communication & Collaboration","Customer Support & Help Desk Software"],"lifecycle":[{"event":"open","at":"2026-10-03T01:02:21Z"}],"visa":[],"liveness":{"score":62,"band":"ok","label":"Likely open","p_open":1,"p_active":0.625,"p_room":1,"age_days":5,"expected_fill_days":22,"reasons":["conf:1","stale_co","velocity","win:early","comp:brand"],"computed_at":"2026-10-07T05:47:15Z"},"pay":{"stated_usd_annual":177600,"is_top_pay":true},"html_url":"https://alion.io/job/salesforce-help-agent-manager-service-cloud","json_url":"https://alion.io/job/salesforce-help-agent-manager-service-cloud.json","meta":{"generated_at":"2026-10-08T01:10:50Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":2040,"day_limit":5000,"remaining_today":2960,"minute_limit":60,"resets_at":"2026-10-09T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":70},"rest":"https://alion.io/mcp/rest/get_company?id=70"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsalesforce-help-agent-manager-service-cloud"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsalesforce-help-agent-manager-service-cloud"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsalesforce-help-agent-manager-service-cloud"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/salesforce-help-agent-manager-service-cloud\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsalesforce-help-agent-manager-service-cloud"}]}