Help Agent Manager, Service Cloud

About the Team

The Help Agent Management team is part of Salesforce's Digital Success Data & AI organization, and sits at the intersection of AI technology and customer support delivery. Agent Managers are a newly defined role for the agentic era, managing Salesforce's Help Agent the same way a Service Delivery Manager manages a human team.

About the Role

Salesforce's Help Agent is an AI-powered agent available 24/7 on the Salesforce Help Portal (https://help.salesforce.com), designed to autonomously resolve customer support cases without requiring human intervention. As Salesforce's primary self-service support channel, the Help Agent handles thousands of customer interactions daily, making its accuracy, capability, and issue resolution rate a direct driver of customer satisfaction and support efficiency at scale.
The Help Agent Manager for Service Cloud is a growth-track role at the forefront of our agentic support strategy. In this position, you will function like a Service Delivery Manager for the Help Agent, contributing to resolution rate outcomes, skills and capabilities planning, and building a strong partnership with the Service Cloud and Field Service Technical Support Delivery teams.s
This is a Cloud-aligned role with direct responsibility for driving measurable improvement in Help Agent's ability to autonomously resolve customer cases, with support and mentorship from senior Agent Managers on the team.

What You'll Do

• Support Help Agent resolution rate performance for Service Cloud and Field Service
• Help build and execute resolution rate improvement plans using data-driven opportunity analysis
• Maintain a book of Agent Skills, identifying new Help Agent capability enhancement opportunities
• Partner with Product Management and Engineering on roadmap priorities that enable these new Agent Skills
• Partner with Service Cloud Technical Support Delivery teams as an embedded resource
• Contribute to a Rhythm of Business (RoB) across Service Cloud stakeholders
• Maintain scorecards tracking resolution rate trends, top challenges, and skills/opportunity coverage
• Support content strategy and data management planning to improve Help Agent performance
• Deliver error analysis reporting and opportunity analytics

Who You'll Work With

• A team of Agent Managers aligned to Salesforce's other Clouds
• Support Delivery Cloud Technical Leads for Service and other Clouds
• Service Cloud & Field Service Customer Success Executive Leadership
• AI Tooling
• Agent Evaluations
• Product Management
• Engineering
• Digital Success for Mergers & Acquisitions
• Content Strategists, Writers, and Contributors

What We're Looking For

Minimum Qualifications

• Bachelor's degree in Business, Computer Science, Data Analytics, or a related field
• 4+ years of experience in program management, product management, service delivery, product operations, software development, or a related field
• Analytical and data-driven decision-making skills
• Demonstrated ability to work cross-functionally with Product, Engineering, and Customer Success organizations
• Strong written and verbal communication and stakeholder management skills
• Familiarity with AI, conversational AI, or support automation technologies
• A proactive approach to roadmap development and engineering engagement
• Verbal and written fluency in English

Preferred Qualifications

• Experience with Salesforce Service Cloud and/or Field Service
• Prior experience with help agent, chatbot, or virtual assistant performance management (Agentforce and/or Fin are a big plus!)
• Experience with self-help resolution rate metrics, support case analysis, or top case driver classification frameworks
• Familiarity with agentic observability tools, Gemini, Claude Code, Slackbot, Tableau dashboards, and/or similar analytics platforms
• Demonstrated interest in programs at the intersection of AI systems and human support teams
• Experience supporting developer or admin-focused customer communities

*LI-Y