We’re obsessed with growth. From enabling companies to flourish, to helping careers bloom.

SupportNinja was founded in 2015 to help companies solve for scale and connect them with a wider world of talent. Our vision is to show the world a better way to grow by developing the best people, implementing the latest technology, and challenging the status quo.

SupportNinja is a new kind of BPO. Our vision is to show the world a better way to outsource by developing the best people, implementing the latest technology, and challenging the status quo. SupportNinja helps fast-growing tech companies by providing around-the-clock outsourced support, lead generation, customer service and community management.

As a Ninja, you are guaranteed a culture dedicated to our core values: Employee Focused, Always Be Humble, Improve Everyday, Compassionate Candor, and Collectively Bring Joy.

This is a hybrid setup position at The Foundry, BGC, Taguig City.

The Team Lead of Technical Support is responsible for ensuring the success of our customers by effectively managing a team of Individual Contributor (IC) support engineers and associated support projects and processes. This role involves managing case assignments and escalations, career development, and project management processes. The candidate is expected to be independent, self-motivated, proactive, results-oriented, and able to define and provide a high level of customer satisfaction through the delivery of world-class technical support services.

What does a day in the life as a Salesforce Administrator (Lead/Manager) look like?

Manage a support team to achieve business objectives including the attainment of targets for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines.

Assist direct reports in the attainment of individual goals.

Ensure that direct reports have the resources information, and processes necessary to deliver effective technical solutions to our customers.

Deliver performance reviews for all direct reports and provide regular feedback on performance in terms of agreed-upon performance and employee development goals.

Effectively represent the Support department on cross-organizational teams to deliver on organizational objectives.

Manage workflows and schedules for direct reports and ensure adequate workload coverage.

Perform key activities such as case reviews, and customer feedback analysis.

Advocate for customers and define ways to continually add value to the customer experience.

Serve as a lead, mentor, knowledge resource, and escalation point for employees; Build credibility and trust within the support group.

Perform other duties as assigned.

What are the required qualifications for a Salesforce Administrator (Lead/Manager)?

Experience in managing technical support professionals.

Minimum 5 years of experience as a Salesforce Administrator or a technical support role.

Experience with support tools and phone systems.

Excellent written and verbal communication skills.

Ability to successfully communicate and coordinate with departments across the organization including Sales, CS, Product Management, etc.

Solid, functional salesforce.com application knowledge or functional or technical salesforce.com application knowledge.

Certified Salesforce Administrator is an advantage

Additional Information

Ninja Perks and Benefits

*Full time employees

● Competitive compensation

● Adherence to government-mandated benefits

● Retirement Savings Program with Company Matching

● Life Insurance

● HMO on day 1

● Paid time off, birthday leave

● Bonus and incentive plans

● Opportunities for skills training and personal and professional development

● Employee Referral Program

● Beautiful office space (for onsite employees)

● Free lunch provided daily (for onsite employees)

Experience

infinite fun so you can have infinite growth. Discover A Better Way to Grow! Are you ready?

Disclaimer:

The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.

SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.

Supportninja

Salesforce Administrator (Lead/Manager)