**Experienced Salesforce Technical Support Manager – Leading the Charge in Customer Satisfaction and Operational Excellence**

Are you a seasoned Salesforce professional with a passion for delivering exceptional customer experiences and driving operational efficiency? Do you thrive in fast-paced environments where no two days are the same? If so, we invite you to join our dynamic team at Workwarp as an Experienced Salesforce Technical Support Manager. As a key member of our support team, you will play a critical role in ensuring our customers receive the highest level of service and support, while also driving process improvements and innovation. **About Workwarp** Workwarp is a leading provider of innovative software solutions that empower businesses to streamline their operations and achieve their goals. Our team is dedicated to delivering exceptional customer experiences, and we're committed to creating a work environment that fosters collaboration, creativity, and growth. As a remote-friendly company, we offer the flexibility and autonomy to work from anywhere, while still being part of a dynamic and supportive team. **Job Highlights** * **Location:** Remote * **Position:** Experienced Salesforce Technical Support Manager * **Start Date:** Immediate openings available * **Compensation:** A competitive salary and benefits package **Job Description** As an Experienced Salesforce Technical Support Manager at Workwarp, you will be responsible for leading our technical support team in delivering exceptional customer experiences and driving operational excellence. Your primary focus will be on overseeing ticket workflows in Zendesk, ensuring issues are triaged, prioritized, and resolved within defined SLAs. You will also be responsible for mentoring and supporting the frontline support team, providing guidance on Salesforce-related queries and processes. **Key Responsibilities:** * Oversee ticket workflows in Zendesk and ensure issues are triaged, prioritized, and resolved within defined SLAs. * Monitor unresolved tickets and ensure timely follow-up with customers for all resolved issues. * Implement and enforce best practices for ticket handling, escalation, and resolution. * Mentor and support the frontline support team, providing guidance on Salesforce-related queries and processes. * Act as the escalation point for complex Salesforce-related issues. * Utilize Jira to track and manage escalations, collaborating with SMEs and developers for timely resolutions. * Use Copado to support release management and deployment processes when necessary. * Identify inefficiencies in current support workflows and implement solutions to optimize response times. * Create and enforce documentation standards for issue resolution and customer communication. * Analyze SLA adherence and provide weekly reports to leadership with actionable insights. * Ensure proactive communication with customers regarding ticket statuses, updates, and resolutions. * Collaborate with the Customer Success team to improve customer satisfaction metrics and retention. **Requirements:** * Salesforce Certified Administrator with advanced Salesforce troubleshooting experience. * Zendesk Certifications and hands-on expertise in Zendesk workflows and automations. * Proven ability to optimize ticket handling processes and ensure SLA adherence. * Experience with Jira for issue tracking and management. * Exceptional attention to detail and strong organizational skills. * Proven ability to communicate technical solutions clearly to non-technical stakeholders. * Experience with Copado for release management and deployment. * Background in managing support teams for a SaaS or Salesforce-based product. * Knowledge of customer success methodologies and metrics. **Skills and Competencies:** * Strong leadership and management skills, with the ability to motivate and guide a team. * Excellent communication and interpersonal skills, with the ability to work effectively with customers, stakeholders, and team members. * Strong analytical and problem-solving skills, with the ability to identify and resolve complex issues. * Ability to work in a fast-paced environment, with multiple priorities and deadlines. * Strong attention to detail and organizational skills, with the ability to manage multiple tasks and projects. * Ability to adapt to changing priorities and requirements, with a flexible and proactive approach. **Career Growth Opportunities and Learning Benefits:** As a member of our team, you will have access to a range of career growth opportunities and learning benefits, including: * Professional development and training programs to enhance your skills and knowledge. * Opportunities for career advancement and promotion. * Collaborative and supportive work environment, with a focus on teamwork and collaboration. * Flexible work arrangements, including remote work options. * Competitive salary and benefits package. **Work Environment and Company Culture:** At Workwarp, we value a collaborative and supportive work environment, with a focus on teamwork and collaboration. Our team is dynamic and diverse, with a range of backgrounds and experiences. We offer flexible work arrangements, including remote work options, and a competitive salary and benefits package. **Compensation, Perks, and Benefits:** We offer a competitive salary and benefits package, including: * Competitive salary and bonus structure. * Comprehensive health and wellness benefits, including medical, dental, and vision coverage. * Retirement savings plan, with company match. * Flexible work arrangements, including remote work options. * Professional development and training programs. * Collaborative and supportive work environment. **Conclusion:** If you're a seasoned Salesforce professional with a passion for delivering exceptional customer experiences and driving operational efficiency, we invite you to join our dynamic team at Workwarp as an Experienced Salesforce Technical Support Manager. Apply now to take the next step in your career and join a team that values collaboration, creativity, and growth. Apply for this job