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Help Agent Manager, Industries
Salesforce —Dublin, County Dublin
- Full-time
- Salesforce
- Analysis skills
- Product management
1d
Appointment Setter
Licensed Premises of Ireland —County Westmeath
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- Part-time
- Hybrid work
- CRM software
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- Work from home
Quick apply
Payment Operations Specialist - EMEA
WeTravel —Dublin, County Dublin
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- Weekend availability
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- English
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Customer Success Manager - Quality
Veeva Systems —Remote
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- Management
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Protex AI —Dublin, County Dublin
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Billing Specialist Team Lead
VIPRE Security Group —Remote
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Credit Policy Manager (Mortgage)
Revolut —Remote
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Trust & Risk Agent
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- Full-time
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Order Operations Manager
Ookla —Remote
- €75,000–€900,000 a year
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- Sales
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Business Risk Manager (Operational Resilience)
Revolut —Remote
- Full-time
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- Google Suite
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Finance Manager
WP Engine —Remote
- €76,000–€104,500 a year
- Overtime
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Customer Experience Agent
Whatnot —Dublin, County Dublin
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Full Time Production Operator
ICE Group —County Mayo
- 12 hour shift
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Warehouse Manager
ZINTEK SYSTEMS LTD —County Dublin
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- English
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Junior Property Manager (Residential, Industrial & Commercial)
Prime Street —Dublin, County Dublin
- €35,000 a year
- Weekend availability
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- ERP systems
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High School Coordinator & Accommodation Officer
Future Learning Language School —Dublin, County Dublin
- €30,158 a year
- Full-time
- Hybrid work
- Google Suite
- English
- No degree
- Employee assistance program
- Sick pay
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10d
General Operator, College Biofuels
College Group —Nobber, County Meath
- 8 hour shift
- Computer skills
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- Employee assistance program
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Admissions Advisor
Euronext —Dublin, County Dublin
- Full-time
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Compliance Assistant
True Financial —Port Laoise, County Laois
- €30,000–€40,000 a year
- Full-time
- Microsoft Word
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11d

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Help Agent Manager, Industries

Salesforce -
Dublin, County Dublin

Apply Now

Job details

Full-time
1 day ago

Qualifications

Salesforce
Tableau
Analysis skills
Product management
AI
Communication skills

Full 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

Program & Project Management

Job Details

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.

About the Team

The Help Agent Management team is part of Salesforce's Digital Success Data & AI organization, sitting 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, designed to 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.

The Help Agent Manager for Industries is a critical role on our growing Help Agent Management team, with direct ownership of Help Agent performance across all of Salesforce's Industries Clouds (e.g., Financial Services Cloud, Health Cloud, Manufacturing Cloud, etc). In this position, you will function like a Service Delivery Manager for the Help Agent, owning resolution rate outcomes, skills and capabilities planning, and maintaining a deep partnership with the relevant Industries Technical Support Delivery teams.

This is a Cloud-aligned role with direct responsibility for driving measurable improvement in the Help Agent's ability to autonomously resolve customer cases for Industries customers.

What You'll Do

Own Help Agent resolution rate performance for Industries Clouds
Build and execute resolution rate improvement plans using data-driven opportunity analysis
Develop and maintain a book of Agent Skills, identifying and justifying new Help Agent capability enhancement opportunities
Partner with Product Management and Engineering on roadmap priorities and technology investments to enable new Agent Skills
Partner with Industries Cloud Technical Support Delivery teams as an embedded strategic resource
Maintain a Rhythm of Business (RoB) across Industries stakeholders
Manage scorecards tracking resolution rate trends, top challenges, and skills/opportunity coverage
Drive the underlying 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
Industries Customer Success Executive Leadership
AI Tooling
Agent Evaluations
Product Management
Engineering
Digital Channel Management
Content Strategists, Writers, and Contributors

What We're Looking For

Required

3+ years of experience in program management, product management, service delivery, product operations, software development, or a related field
Strong 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

Preferred

Experience with Salesforce Industries products (e.g., Financial Services Cloud, Health Cloud, Manufacturing Cloud, Consumer Goods Cloud, etc.)
Prior experience with help agent, chatbot, or virtual assistant performance improvement
Experience with self-help resolution rate metrics, support case analysis, or top case driver classification frameworks
Familiarity with agentic observability tools, Tableau dashboards, and/or similar analytics platforms
Background in managing programs at the intersection of AI systems and human support teams
Experience supporting enterprise customers in regulated or complex industries (e.g., financial services, healthcare, manufacturing)

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 and be your best , and our AI agents accelerate your impact so you can do 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 .

Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.

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.

Apply Now

Refine Your Search

help agent manager, industries jobs

Help Agent Manager, Industries

Appointment Setter

Payment Operations Specialist - EMEA

Customer Success Manager - Quality

HR & Finance Associate - Business Operations Team

Billing Specialist Team Lead

Credit Policy Manager (Mortgage)

Trust & Risk Agent

Senior Contracts Manager

Order Operations Manager

Business Risk Manager (Operational Resilience)

Finance Manager

Customer Experience Agent

Full Time Production Operator

Warehouse Manager

Junior Property Manager (Residential, Industrial & Commercial)

High School Coordinator & Accommodation Officer

General Operator, College Biofuels

Admissions Advisor

Compliance Assistant

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