Manager, Technical Support Engineering

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. Job Category Customer Success Job Details About Salesforce Salesforce 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. Ready 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. The Manager, Slack Support, is a strategic leadership position responsible for driving the global success and operational excellence of Slack product support, contributing to seamless 24/7 global coverage. The role requires flexibility to work in APAC, EMEA, or AMER shifts as determined by evolving business needs and critical coverage gaps. A successful candidate should be willing to work in either of the shifts - APAC, EMEA, AMER EST or PST. This leader is accountable for: Driving World-Class Service: Establishing and enforcing operational and metric rigor to ensure high customer and learner satisfaction through exceptional service delivery globally. Building High-Performance Culture: Cultivating a strong, collaborative, and rewarding team culture focused on accountability, results, and continuous improvement across all regions. Strategic & Operational Consistency: Ensuring strong cross-organizational collaboration and leading global process standardization, alignment, and planning. This includes owning high-visibility escalation management. Business Transformation: Leading and executing key transformational initiatives that enhance efficiency and drive significant business impact across the entire support organization. The ideal candidate is a self-motivated, proactive, and independent leader who is strongly results-oriented and dedicated to delivering world-class support services that build brand equity.

1. Operational Management Metric Accountability: Own the implementation and enforcement of global operational and metric rigor, consistently meeting or exceeding key performance indicators (KPIs) to drive service excellence worldwide. Workforce & Coverage Strategy: Strategically manage Slack support operations, ensuring optimal staffing and 24/7 coverage to meet dynamic business and customer needs across all time zones. Escalation Leadership: Refine standard global support processes and own high-priority escalation management to ensure swift resolution and minimal business disruption, regardless of region. Data-Driven Execution: Deliver comprehensive, regular reports on global team performance, utilizing key data and insights to identify trends, drive effective results, and ensure alignment with the organization’s strategic objectives. 2. Technical Efficiency, Process Improvement, and Scale Proactive Optimization: Champion operational efficiency by proactively identifying case trends and implementing prevention strategies, automation, and scalable solutions across the support ecosystem. Customer Experience (CX) Enhancement: Continually review and refine global support workflows and tools, seeking opportunities to enhance the end-to-end customer experience. Cross-Functional Collaboration: Act as the primary Support representative in cross-functional initiatives, collaborating with Product, Engineering, and other stakeholders globally to ensure successful organizational outcomes. Hands-on Technical Problem Resolution and Escalation Management, including Incident Response and Management 3.

Development and Culture High-Performance Culture: Drive consistently high team performance while