Salesforce Support Lead

Job Title Salesforce Applications Support – Service Delivery Lead (L1 / End-User Support) Role Overview We are seeking a Salesforce Service Delivery Manager to lead and run a global L1 Salesforce support organization serving business users across regions. This role is accountable for day-to-day end-user support , service quality, and operational excellence across a distributed onshore, nearshore, and offshore support model . This is a people-first, execution-heavy role requiring strong experience in running high-volume Salesforce L1 support , driving adoption, managing user expectations, and ensuring consistent service delivery across time zones. Key Responsibilities L1 Salesforce Support Leadership (Critical) Lead a global Salesforce L1 support team (onshore, nearshore, offshore). Own end-user support experience for Salesforce applications across business functions. Ensure consistent support coverage, handoffs, and follow-the-sun operations. Drive first-contact resolution (FCR) and minimize escalations to L2/L3. End-User Experience & Adoption Act as the face of Salesforce support for business users. Ensure clear communication, empathy, and timely resolution for end users. Oversee user onboarding, access issues, data fixes, and usability queries . Partner with business teams to improve adoption and reduce support friction. Incident, Request & Queue Management Own incident and service request queues and daily operational metrics. Ensure SLA compliance for response and resolution times. Lead major incident triage and coordinate with L2/L3 and platform teams. Run daily/weekly support standups and operational reviews. Global Team & Vendor Management Manage internal teams and/or managed service providers delivering L1 support. Define roles, shifts, coverage models, and escalation paths. Coach team members on Salesforce fundamentals, business processes, and soft skills . Ensure consistent quality across regions through SOPs and playbooks. Process, Tools & Continuous Improvement Establish and refine L1 support playbooks , runbooks, and knowledge articles. Drive self-service and knowledge deflection (FAQs, guided flows, macros). Leverage ticketing tools (ServiceNow, Jira, Salesforce Service Cloud). Identify recurring user issues and partner with product and L2/L3 teams to eliminate root causes. Governance & Escalation Management Ensure proper ticket categorization, documentation, and handover to L2/L3. Track trends and proactively raise risks impacting user productivity. Provide clear executive-level reporting on user pain points and service health . Required Experience & Skills Must-Have Proven experience leading Salesforce L1 / end-user support teams . Experience managing globally distributed teams (onshore, nearshore, offshore). Strong understanding of Salesforce user-facing functionality (Sales, Service, Experience). Hands-on experience running high-volume support operations . Strong people management, coaching, and performance management skills. Excellent communication and stakeholder management abilities. Good to Have Exposure to ITIL-based support processes. Experience working with managed services or AMS providers . Familiarity with Salesforce Service Cloud for case management. Salesforce Admin or Service Cloud certification. Success Metrics High end-user satisfaction (CSAT). Strong first-contact resolution rates. Consistent SLA adherence across regions. Reduced escalations to L2/L3. Improved Salesforce adoption and usability. Ideal Candidate Profile (Plain English) Has run Salesforce L1 support at scale , not just overseen it. Comfortable managing people across time zones and cultures . Balances empathy for end users with operational discipline. Can translate user complaints into platform and process improvements. Treats Salesforce support as a business-critical service , not a helpdesk.