Salesforce Support Manager

Job Summary: We are looking for a proactive and organized Salesforce Support Manager to oversee our ticket management process, ensure timely resolution of support issues, and act as a bridge between users, developers, and support staff. The ideal candidate will have excellent coordination skills, experience with support tools, and a solid understanding of Salesforce. Technical knowledge of the Salesforce platform is a strong advantage. Key Responsibilities: Monitor and manage incoming Salesforce support tickets through the internal ticketing system. Ensure tickets are categorized, prioritized, and assigned appropriately based on impact and urgency. Coordinate with Salesforce developers, admins, and support staff to ensure timely resolution of issues within defined SLA timelines. Maintain clear and timely communication with stakeholders regarding ticket status and resolution. Identify recurring issues and suggest improvements to reduce support requests. Conduct periodic review meetings to track ticket metrics, resolution timelines, and bottlenecks. Maintain documentation related to support processes, knowledge base articles, and SOPs. Collaborate with internal business users to gather feedback and identify system improvement areas. Ensure compliance with security and data privacy standards related to Salesforce usage. Provide basic troubleshooting and guidance when required. Requirements Preferred Qualifications & Skills: Bachelor’s degree in Computer Science, Information Systems, or a related field. 5+ years of experience in support operations, project coordination, or CRM support roles. Salesforce Admin certification or technical understanding of Salesforce CRM is highly desirable. Familiarity with Salesforce modules: Sales Cloud, Service Cloud, Experience Cloud, etc. Experience with ticketing systems (e.g., Jira, Zendesk, Freshdesk). Strong organizational and communication skills with the ability to multitask and manage priorities. Detail-oriented with a commitment to meeting SLAs and delivering a positive support experience. Ability to work collaboratively with technical and non-technical teams. What We Offer: A dynamic work environment in a fast-growing digital transformation company. Opportunities to learn and grow within the Salesforce ecosystem. Cross-functional collaboration across geographies and industries. Employee-first culture with flexibility and wellness initiatives.