Manager, Service Cloud
Core
Lead the Service Cloud team to design, build, and evolve systems powering Customer Support, including Salesforce Service Cloud, telephony, messaging, and AI integration.
Role type
Senior Manager, Support Infrastructure Team Lead
Builds
Scalable Customer Support technology stack (Service Cloud, QA, WFM, telephony)
Domain
Financial Technology / Customer Support
Required skills
Salesforce Service Cloud expertise, technical team leadership, SDLC management, stakeholder management, AI/automation strategy, system architecture, release planning
Preferred skills
Experience with global support operations, coaching technical engineers, balancing technical debt with innovation
Technologies
Salesforce Service Cloud, QA tools, Workforce Management (WFM), Telephony platforms, AI Support agents (FIN)
Responsibilities
Lead and mentor a multidisciplinary team of Developers, Administrators, and Architects; Define and execute the Customer Support technology strategy; Own the Service Cloud roadmap; Partner with regional stakeholders; Guide Salesforce architecture and integrations; Establish KPIs for Support technology initiatives
Seniority
Senior, hands-on IC with management responsibilities
