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Salesforce Support Leader
Location
United States + 1 moreAll locations: United States | Canada
Posted
7 days ago
Salary
0
Seniority
Mid Level
No structured requirement data.
Job Description
Salesforce Support Leader
Gallagher
Role Description The Salesforce Support Leader is accountable for the day-to-day health of the WIN (Salesforce) support function — the central intake and resolution channel through which the global field gets help with WIN and our integrated sales tools. The function handles high volume, with 20,000+ requests annually, and this leader owns the experience end to end. The leader operates with a player-coach orientation: setting direction, holding the line on standards, and picking up the work when it matters most. This is the front line of the producer experience in WIN — every interaction shapes adoption, trust, and ultimately revenue outcomes. Strong leadership here turns support from a cost center into a strategic driver of CRM success. This position can be fully virtual/remote/work from home and you can be based anywhere in the US or Canada. How you'll make an impact - Salesforce Support Operations - Lead the global CRM support function, handling high-volume requests (20K+ annually). - Own intake, triage, prioritization, and resolution of producer and sales support requests. - Ensure adherence to standardized support processes rather than bypass or escalation outside the model. - Establish and monitor SLAs, response times, and resolution quality. - Escalation & Case Management - Act as the point of accountability for critical escalations impacting producers and leadership. - Build a structured escalation model with clear ownership and response protocols. - Partner with Product, Sales Ops, and CRM teams to resolve systemic issues quickly. - Continuous Improvement & Insights - Analyze support cases to identify trends, root causes, and systemic gaps. - Feed prioritized enhancements into the WIN product backlog. - Drive improvements in case categorization, reporting, and knowledge management, aligned with ongoing case-redesign efforts. - Team Leadership & Capacity Management - Lead and develop a team of support analysts and admins. - Manage workload distribution, capacity, and burnout risk. - Establish clear roles across support, admins, and business analysts. - Cross-Functional Alignment - Manage the offshore Gallagher Centre of Excellence delivery of Support processes. - Partner with CRM Training and Adoption and Divisional Sales Operations on process and field alignment. - Collaborate with the CRM Product on features, enhancements and bugs. - Ensure the support model scales across regions (GGB, GBS, Global). What Success Looks Like - Speed & Quality - SLA adherence across response and resolution. - Reduction in escalation volume. - Field Experience - Improved producer satisfaction with support interactions. - Reduced friction points in WIN workflows. - Efficiency at Scale - Decrease in repeat issues and duplicate tickets. - Increased self-service through knowledge base and automation. - Business Impact - Measurable contribution to WIN adoption and usage. - Clear linkage between support insights and product improvements. Qualifications - 8+ years in Sales Ops, CRM Support, or Salesforce administration. - Proven experience leading a high-volume support function. - Strong background in Salesforce / CRM platforms. Requirements - Operational rigor across process design, SLAs, and queue management. - Strong problem-solving and root-cause analysis. - Ability to translate field pain into scalable solutions. - Executive communication skills that are clear, concise, and action-oriented. Leadership Style - Field-first mindset with genuine producer empathy. - Data-driven decision maker. - Calm under pressure with strong escalation management. - Builder of scalable systems, not just reactive support. Benefits - Competitive compensation. - Comprehensive benefits programs designed to support your well-being. - Career development opportunities and ongoing learning. - A collaborative, people-first culture with accessible leadership. - The opportunity to do meaningful work with global reach and local impact.
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