Job Description

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category

Customer Success

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

Our mission is to make people’s working lives simpler, more pleasant, and more productive. We consider the Customer Experience team an essential piece of Slack’s success, and we’re dedicated to empowering and supporting our customers to help them get the most out of Slack. Our team helps a large roster of global companies that rely on Slack to keep their business running smoothly. Each customer has specific needs that we aim to meet with unparalleled support. We’re committed to giving you the opportunity to do the best work of your life, while helping others do the same. We are the voice of our customers.

What You Will Be Doing:

The Swarm Lead role is anchored on tackling high-friction, business critical customer issues, teaching and sharing expertise while also strengthening Customer Experience (CE) wide knowledge and improving performance.

Swarm Leads will not be topic-specific - the expectation is that Leads will develop and build knowledge across the product and provide support to our teams accordingly.

This role requires continual partnership with customers, senior leadership, Product Specialists/Product and Engineering and Customer Success to define and execute against the support standard at Slack.

Key differences between this role and the Senior Technical Support Engineer role include:

Driving focus on the highest-impact work that positively influences internal and external customers:

• Responsible for CE case and chat queue health - i.e. ensure SLA adherence, tackle the most complex technical issues, active lifeguarding, navigate customer and internal escalations

• Ensure teams are aligned and collaborating on high-priority, high-friction cases, providing support and guidance to bring to resolution

• Support CE Leadership and Managers in implementing and championing strategies that impact ticket and chat operations

• Own and lead critical escalations through to resolution—representing Slack on ad-hoc customer calls and turning high-impact issues into learning opportunities for the team and department

• Provide cover and support for Premium Support Plus enterprise customer requests as needed (in-channel support)

Identify and champion opportunities to improve troubleshooting tools, resources and skills across the department:

• Support leadership by highlighting areas of opportunity in team and individual performance i.e. ability to resolve ticket types, ticket quality, problem solving and technical skills

• Maintain awareness of top case drivers in order to improve internal efficiencies while seeking or recommending proactive preventative measures to reduce case volume

• Responsibility for helping to ensure enablement content in Guru and canvases is accurate, relevant and useful

• Identify and surface recurring customer pain points to relevant stakeholders to further case prevention, crafting friction stories to drive solutions—while partnering with managers and cross-functional teams to deliver internal fixes for high-friction issues

• Represent CE in designing scalable workflows, handoffs and processes, collaborating with the global Swarm Leads group to uphold Slack’s high standards for technical support

Support Managers and team members by fostering a continuous learning environment, focused on bridging technical skill gaps and expertise:

• Provide strategic partnership to Leadership, Managers and Department during business impacting events and/or incidents

• Weekly review of highest reply cases across CE to identify feedback, expertise/skill opportunities and trends to support case prevention efforts

• Collaborate with Engineering and Product Specialists to accurately diagnose and troubleshoot technical problems along with documentation of expected behaviour

• Identify key workshop topics to execute on and provide to the department: supporting any current CE focuses, new product features or key topics

Ownership of Release Readiness Topic/POC role within enabled launches:

• As trusted individuals and a representation of our CE Support function when preparing for changes to the Slack Product, Swarm Leads will help enable and prepare our team for all launches, partnering closely with our Program Manager of Release Readiness to ensure CE is prepared to handle incoming questions or elevated volume

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance andbe your best, and our AI agents accelerate your impact so you cando your best Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form

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Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.