Manager, Customer Support Technology
Core
Lead the Customer Support Technology team to design, build, and evolve systems powering Customer Support, including Salesforce Service Cloud, telephony, messaging, and AI integration.
Role type
Manager, Customer Support Technology (Team Lead)
Builds
Customer Support technology stack (Service Cloud, QA, WFM, telephony, AI agents)
Domain
Financial Technology / Customer Support Operations
Deliverable
production ML models | product features
Required skills
Salesforce Service Cloud expertise, technical team leadership, SDLC management, enterprise system integrations, AI/automation strategy, stakeholder management
Preferred skills
Coaching and developing technical engineers, balancing technical debt with innovation
Technologies
Salesforce, Service Cloud, AI agents (FIN)
Responsibilities
Lead and mentor a multidisciplinary team of Developers, Administrators, and Architects; Define and execute the Customer Support technology strategy; Optimize planning and release practices; Partner with regional stakeholders; Guide Salesforce architecture and integrations; Establish KPIs for Support technology initiatives
Seniority
Manager, hands-on IC with team leadership
