Help Agent Manager, Service Cloud
Core
Manage Salesforce's AI-powered Help Agent to autonomously resolve customer support cases and drive resolution rate improvements for Service Cloud and Field Service.
Role type
Senior IC Help Agent Manager (Service Cloud)
Builds
AI agent capabilities and self-service support resolution outcomes (via careerplan.io/jobs/JR362446-help-agent-manager-service-cloud-at-salesforce)
Domain
SaaS / Customer Support / Generative AI
Deliverable
production ML models
Required skills
Program management, data-driven decision-making, cross-functional partnership, roadmap development, error analysis, content strategy
Preferred skills
Salesforce Service Cloud/Field Service experience, help agent/chatbot performance management, agentic observability tools, Tableau dashboards
Technologies
Agentforce, Fin, Gemini, Claude Code, Slackbot, Tableau
Responsibilities
Support Help Agent resolution rate performance, build resolution rate improvement plans, maintain Agent Skills book, partner with Product/Engineering on roadmap, maintain scorecards for trends and challenges, deliver error analysis reporting
Seniority
Senior, hands-on IC
