Director, Technical Support Engineering-Slack
Salesforce · Posted Oct 1
Customer relationship management, cloud computing, enterprise software, and artificial intelligence solutions
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About the role
Salesforce is the #1 AI CRM, where humans with agents drive customer success together, and this role sits within the Slack Customer Success business. The team provides world-class technical support to customers and partners in a cloud and software environment. The Director of Technical Support - Slack will lead a highly visible team of Support Managers and engineers, drive customer escalations and cross-cloud collaboration, partner with global business teams, and champion a high-performance culture.
What you will do
- Manage support teams to achieve business objectives including the attainment of targets for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines
- Set team goals in alignment with Global Support objectives. Assist direct reports in the definition and attainment of individual goals
- Ensure that direct reports have the resources, information, and processes necessary to deliver effective technical solutions to our customers
- Ensure the delivery of high-quality technical and soft-skills training for direct reports
- Deliver performance reviews for all direct reports and provide regular feedback on performance in terms of agreed upon performance and employee development goals
- Hire and coach world class talent and manage performance that allows someone to do the best work of their career and ensures career growth opportunities
- Effectively represent the Support department on cross-organizational teams to deliver on organizational objectives
- Manage workflows and schedules for direct reports and ensure adequate workload coverage
- Deliver regular reports that provide qualitative and quantitative descriptions of business performance
- Manage key processes including FAQ analysis, case reviews, and customer feedback analysis
- Develop and maintain Support procedures and policies.
- Advocate for customers and define ways to continually add value to the customer experience
- Serve as a mentor, knowledge resource, and escalation point for support agents ; Build credibility and trust within the support group
- Work as Duty Manager on rotation or as per business needs handling customer escalations and priority issues
- Take up and deliver on any other responsibilities as assigned from time to time by reporting manager/support leadership
Skills used in this role
What the employer is looking for
- Ability to effectively work with tight schedules and a fast paced environment
- Minimum of a Bachelor's degree is mandatory
- Minimum of 15 - 18 years leading technical support professionals
- Ability to successfully communicate and coordinate with departments across the organisation including Sales, Consulting, CSM, QA, Program Management, and Product Management
- Ability to understand and escalate issues efficiently and appropriately
- Demonstrate strong work ethic and advanced organizational skills
- Ability to develop and deliver creative business solutions for complex problems
- Ability to attract, hire and retain high-performing support professionals
- Functional or technical salesforce.com application knowledge
- Functional / Technical expertise to understand customer implementation of salesforce technologies and drive the team to predict, prevent issues
- Embody Salesforce values and provide exemplary leadership
- Flexible to work on weekend (not necessarily Saturday and Sunday) shifts as per Business Needs
- We are a matrix organization and hence needs to have the ability to work with other leaders across the globe
- Needs to have an analytical bent of mind with excellent operational skills
Benefits and support
- Compensation and benefits are detailed in the job posting
About Salesforce
Salesforce, Inc. is a leading global cloud-based enterprise software company specializing in customer relationship management (CRM) and artificial intelligence solutions. Through its integrated Customer 360 platform, the company provides applications for sales, customer service, marketing automation, e-commerce, and analytics. Powered by innovations like Agentforce, Salesforce helps businesses bridge human capability with autonomous AI agents to drive customer success.
- Industry
- Cloud Computing
- Company size
- 87000+ employees
- Founded
- 1999
- Location
- San Francisco, California, USA
- Funding stage
- Public Company
Funding
Public Company · $25B raised
- 2026-03Post-IPO Debt$25B
- 2003-01Venture Round$1M
- 2001-06Series D$46.9M
- 1999-11Series C$13.2M
- 1999-06Series B$3.8M
Leadership
Chair, Chief Executive Officer & Co-Founder
President & Chief Operating and Financial Officer
Co-Founder & Chief Technology Officer, Slack
President & Chief Strategy Officer
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