Customer Services Lead

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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.

Overview:
The Customer Service Team Lead will oversee a team of Customer Service Representatives supporting post-sales operations across invoicing, billing inquiries, contract management, and account maintenance. This role provides day-to-day leadership, coaching, and operational guidance to ensure an excellent customer experience, adherence to company policies, and achievement of team performance targets. The ideal candidate is customer-obsessed, detail-oriented, and capable of balancing service quality with operational efficiency in a fast-paced, high-volume environment.

Key Responsibilities:

• Lead and support a team of Customer Service Representatives handling customer inquiries related to billing, contracts, license provisioning, and account updates.

• Monitor daily case queues and ensure timely response and resolution aligned with service level expectations.

• Act as a point of escalation for complex or sensitive customer cases, ensuring resolution with professionalism and customer empathy.

• Provide on-the-job training, guidance, and regular feedback to enhance team capability and performance.

• Review quality of customer interactions and implement initiatives to improve accuracy, tone, and customer satisfaction.

• Collaborate closely with cross-functional teams such as Billing, Sales Operations, Credit & Collections, and Legal to ensure smooth resolution of customer requests.

• Track and analyze team metrics, identify process gaps, and recommend improvements to increase efficiency and customer satisfaction.

• Ensure compliance with internal controls, company policies, and data privacy regulations.

• Support the Senior Supervisor in operational planning, reporting, and performance reviews.

• Drive a positive, collaborative, and high-performance culture within the team.

Qualifications:

• At least 5 years of experience in Customer Service for Finance or Operations, preferably within a global or technology company

• At least 2 year of experience leading or mentoring a team.

• Strong communication, interpersonal, and problem-solving skills.

• Proven ability to manage multiple priorities and adapt to change in a fast-paced environment.

• Proficient in Microsoft Office; experience with or similar CRM tools is a plus.

• Customer-first mindset with a passion for continuous improvement and team development.

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.

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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.