Salesforce
Technology
CustomerExperienceSwarmLead
Neural analysis suggests this role is
optimal for Lead candidates.
“Customer Experience Swarm Lead at Salesforce. Skills: Customer Experience, Technical Support, Problem Solving. Manage CE case and chat queue health. Ensure SLA adherence”
What You'll Achieve.
Ensure SLA adherence; Reduce case volume; Improve internal efficiencies
Industry & Context.
Problem solving; Troubleshooting; Root cause analysis
What They're Looking For.
Must Have
5+ years experience, Customer Success experience
Nice to Have
Slack product knowledge
What You'll Do.
Manage CE case and chat queue health
Tackle complex technical issues
Perform active lifeguarding
Navigate customer escalations
Navigate internal escalations
Align teams on high-priority cases
Collaborate on high-friction cases
Support CE Leadership
Implement strategies impacting ticket operations
Champion strategies impacting chat operations
Lead critical escalations to resolution
Represent Slack on customer calls
Turn high-impact issues into learning opportunities
Provide cover for Premium Support Plus
Support Premium Support Plus enterprise customer requests
Identify opportunities to improve troubleshooting tools
Identify opportunities to improve troubleshooting resources
Identify opportunities to improve troubleshooting skills
Highlight areas of opportunity in team performance
Highlight areas of opportunity in individual performance
Maintain awareness of top case drivers
Improve internal efficiencies
Recommend preventative measures to reduce case volume
Ensure enablement content is accurate
Ensure enablement content is relevant
Ensure enablement content is useful
Identify recurring customer pain points
Surface recurring customer pain points
Craft friction stories to drive solutions
Partner with managers on internal fixes
Partner with cross-functional teams on internal fixes
Deliver internal fixes for high-friction issues
Represent CE in designing scalable workflows
Represent CE in designing scalable handoffs
Represent CE in designing scalable processes
Uphold Slack's high standards for technical support
Foster a continuous learning environment
Bridge technical skill gaps
Bridge expertise gaps
Provide strategic partnership to Leadership
Provide strategic partnership to Department
Review highest reply cases across CE
Identify feedback opportunities
Identify expertise opportunities
Identify skill opportunities
Identify trends to support case prevention
Collaborate with Engineering
Collaborate with Product Specialists
Diagnose technical problems
Troubleshoot technical problems
Document expected behaviour
Identify key workshop topics
Execute on workshop topics
Provide workshop topics to department
Support new product features
Own Release Readiness Topic role
Own POC role within enabled launches
Enable team for all launches
Prepare team for all launches
Partner with Program Manager of Release Readiness
Ensure CE is prepared for incoming questions
Ensure CE is prepared for elevated volume
How You'll Work.
Team & Collaboration
Cross-functional teams; Global Swarm Leads group; Engineering; Product Specialists
Communication Scope
Customer communication
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 Customer Success 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. 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
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