Manager, Support Tooling and Infrastructure
Core
Lead the Customer Support Infrastructure team to design, build, and evolve systems powering global customer support operations.
Role type
Senior Manager, Support Tooling and Infrastructure
Builds
Salesforce Service Cloud ecosystem, telephony, messaging, workforce management, and quality assurance tooling
Domain
Financial Technology / Customer Support Operations
Required skills
Salesforce architecture, Service Cloud expertise, team leadership, SDLC, Agile delivery, enterprise system integrations, AI/automation initiatives
Preferred skills
Stakeholder management, technical strategy definition, KPI establishment
Technologies
Salesforce, Service Cloud, AI agents
Responsibilities
Lead and mentor a multidisciplinary team of Developers, Administrators, Architects, and Business Analysts; Optimize planning, release practices, and cross-functional collaboration; Define and execute the Customer Support technology strategy; Own the Service Cloud roadmap; Partner with regional and functional stakeholders; Guide Salesforce architecture, integrations, and best practices; Establish KPIs for Support technology initiatives
Seniority
Senior, hands-on IC with management responsibilities
