About the role
- Lead Global Support Team: Manage all timezones (APAC/EMEA) support team for 360 SMS App and our other Appexchange product.
- Customer Satisfaction: Drive high CSAT, manage escalations, and improve service quality.
- Product Support: Work with product and engineering teams to resolve customer issues and track bugs.
- Performance Management: Set team targets, conduct coaching, and ensure continuous team development.
- Process Improvement: Optimize support workflows for efficiency and better customer outcomes.
- Stakeholder Communication: Liaise between support, sales, product, and leadership teams.
- Customer Feedback Loop: Capture insights from customers and collaborate on product enhancements.
- Oversee Onboarding: Manage customer onboarding and implementation in Salesforce environments.
- Strong experience with Salesforce and AppExchange product support.
- 3+ years in customer support,
- Expertise in Salesforce Service Cloud, case management, and integrations.
- Excellent leadership and communication skills.
- Salesforce Administrator or App Builder certification preferred.