Salesforce Technical Support Manager

About Us

At LNB Solutions, we are committed to delivering world-class solutions for our customers through innovative technology and exceptional service. Our flagship product, Kinship, is a Salesforce-based platform supporting human and social services agencies. We are seeking a Salesforce Technical Support Manager with advanced technical expertise to lead customer satisfaction efforts, streamline ticket resolution, and ensure adherence to SLAs.

Position Overview

As the Salesforce Technical Support Manager for Kinship, you will oversee support operations, ensuring that customer issues are resolved promptly and effectively. This role requires a detail-oriented individual with a deep technical background in Salesforce, Zendesk, and related tools to support and mentor a frontline support team while addressing process inefficiencies and enhancing customer satisfaction.

You will collaborate with cross-functional teams, including SMEs and developers, to bridge the gap between technical resolutions and customer communication.

Responsibilities

Customer Support Operations

• Oversee ticket workflows in Zendesk and ensure issues are triaged, prioritized, and resolved within defined SLAs.
• Monitor unresolved tickets and ensure timely follow-up with customers for all resolved issues.
• Implement and enforce best practices for ticket handling, escalation, and resolution.
• Mentor and support the frontline support team, providing guidance on Salesforce-related queries and processes.

Technical Expertise

• Act as the escalation point for complex Salesforce-related issues.
• Utilize Jira to track and manage escalations, collaborating with SMEs and developers for timely resolutions.
• Use Copado to support release management and deployment processes when necessary.

Process Improvement

• Identify inefficiencies in current support workflows and implement solutions to optimize response times.
• Create and enforce documentation standards for issue resolution and customer communication.
• Analyze SLA adherence and provide weekly reports to leadership with actionable insights.

Customer Engagement

• Ensure proactive communication with customers regarding ticket statuses, updates, and resolutions.
• Collaborate with the Customer Success team to improve customer satisfaction metrics and retention.

Qualifications

Required

• Salesforce Certified Administrator with advanced Salesforce troubleshooting experience.
• Zendesk Certifications and hands-on expertise in Zendesk workflows and automations.
• Proven ability to optimize ticket handling processes and ensure SLA adherence.
• Experience with Jira for issue tracking and management.
• Exceptional attention to detail and strong organizational skills.
• Proven ability to communicate technical solutions clearly to non-technical stakeholders.

Preferred

• Experience with Copado for release management and deployment.
• Background in managing support teams for a SaaS or Salesforce-based product.
• Knowledge of customer success methodologies and metrics.

Why Join Us?

• Work remotely with a dynamic team committed to improving social services technology.
• Opportunity to shape support processes and make a meaningful impact on customer satisfaction.
• Competitive salary and benefits package.