Salesforce Support Lead / Salesforce Operations Lead

Job Title: Salesforce Support Lead / Salesforce Operations Lead

Employment Type: Contract
Experience Required: 5+ Years Salesforce (2+ Years in Lead Role)

Job Summary

We are seeking an experienced Salesforce Support Lead to manage and mentor a team of L1 Salesforce support analysts while providing hands-on expertise across Salesforce administration, automation, and operations. The ideal candidate will ensure SLA adherence, high-quality ticket resolution, and continuous improvement of Salesforce support processes.

This is a critical role requiring strong leadership, deep Salesforce functional knowledge, and the ability to collaborate with stakeholders across business and IT teams.

Key Responsibilities

Lead and manage a team of L1 Salesforce Support Analysts

Ensure timely ticket resolution and strict SLA compliance

Act as an escalation point for complex Salesforce support issues

Coordinate with business users, developers, and platform teams

Drive operational excellence and continuous process improvement

Provide guidance, training, and performance feedback to team members

Required Salesforce Expertise
Salesforce Administration

User Management: Roles, Profiles, Permission Sets, Delegated Administration

Security Model: OWD, Sharing Rules, Role Hierarchy

Object & Field Configuration:

Custom Objects & Fields

Record Types

Page Layouts

Automation

Flows

Process Builder

Workflow Rules

Data Management

Data Loader

Data Import Wizard

Data quality checks & deduplication

Reporting & Analytics

Summary, Matrix, and Joined Reports

Dynamic Dashboards

Good-to-Have (Development Knowledge)

Basic understanding of Apex classes, triggers, and test methods

Ability to read and interpret Apex debug logs

Working knowledge of SOQL / SOSL for data validation and troubleshooting

Required Skills & Qualifications

5+ years of Salesforce experience

2+ years in a Lead or Manager role

Strong expertise in:

Sales Cloud

Service Cloud

Experience Cloud

Pardot (Marketing Cloud Account Engagement)

Experience with ITSM tools:

ServiceNow

Jira

Strong communication and stakeholder management skills

Ability to work in a fast-paced, support-driven environment

Preferred Certifications

Salesforce Certified Administrator (Required / Strongly Preferred)

Additional Salesforce certifications are a plus

Why Join

Critical, high-visibility role

Opportunity to lead and shape Salesforce support operations

Work with enterprise-scale Salesforce implementations

Collaborative and growth-focused environment