> Markdown version of [/jobs/ext/2648595-sr-help-agent-manager-slack-trailhead](https://www.wearedevelopers.com/jobs/ext/2648595-sr-help-agent-manager-slack-trailhead). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Sr. Help Agent Manager, Slack & Trailhead - **Company:** Salesforce Inc. - **Location:** Washington, DC, United States (Remote available) - **Experience:** Expert - **Salary:** $143,400.0 - $216,900.0 - **Contract:** Permanent contract - **Skills:** Artificial Intelligence, Business Analytics Applications, Cloud Computing, Salesforce.Com, Software Engineering, Chatbots, Grafana, Information Technology, Slack, Data Analytics, Data Management - **Published:** August 11, 2026 - **Apply:** https://www.jobmonkeyjobs.com/career/27926648/Sr-Help-Agent-Manager-Slack-Trailhead-Washington-Remote-7447 ## About the Role * Bachelor's degree in Business, Computer Science, Data Analytics, or a related field * 6+ years of experience in program management, product management, service delivery, product operations, software development, or a related field * Strong analytical and data-driven decision-making skills * Demonstrated ability to work cross-functionally with Product, Engineering, and Customer Success organizations to drive product and feature enhancements from concept to reality * Exceptional written and verbal communication and stakeholder management skills * Familiarity with AI, conversational AI, or support automation technologies * A highly-proactive approach to roadmap development and engineering engagement * Verbal and written fluency in English Preferred Qualifications * Experience with Slack and/or Trailhead products * Prior experience with help agent, chatbot, or virtual assistant performance management * Experience with self-help resolution rate metrics, support case analysis, or top case driver classification frameworks * Familiarity with agentic observability tools, Gemini, Claude Code, Slackbot, Tableau dashboards, and/or similar analytics platforms * Background in managing programs at the intersection of AI systems and human support teams * Experience supporting developer or admin-focused customer communities (e.g., Trailhead learners, Slack platform developers) ## Description The Help Agent Management team is part of Salesforce's Digital Success Data & AI organization, and sits at the intersection of AI technology and customer support delivery. Agent Managers are a newly defined role for the agentic era, managing Salesforce's Help Agent the same way a Service Delivery Manager manages a human team. About the Role Salesforce's Help Agent is an AI-powered agent available 24/7 on the Salesforce Help Portal, designed to autonomously resolve customer support cases without requiring human intervention. As Salesforce's primary self-service support channel, the Help Agent handles thousands of customer interactions daily, making its accuracy, capability, and issue resolution rate a direct driver of customer satisfaction and support efficiency at scale. The Senior Help Agent Manager for Slack & Trailhead is a high-impact role at the forefront of our agentic support strategy. In this position, you will function like a Service Delivery Manager for the Help Agent, owning resolution rate outcomes, skills and capabilities planning, and fostering a deep partnership with the Slack and Trailhead Technical Support Delivery teams. This is a Cloud-aligned role with direct responsibility for driving measurable improvement in Help Agent's ability to autonomously resolve customer cases. Your Impact - Responsibilities What You'll Do * Own Help Agent resolution rate performance for Slack and Trailhead * Build and execute resolution rate improvement plans using data-driven opportunity analysis * Develop and maintain a book of Agent Skills, identifying and justifying new Help Agent capability enhancement opportunities * Partner with Product Management and Engineering on roadmap priorities and technology investments to enable these new Agent Skills * Partner with Slack and Trailhead Technical Support Delivery teams as an embedded strategic resource * Maintain a Rhythm of Business (RoB) across Slack and Trailhead stakeholders * Manage scorecards tracking resolution rate trends, top challenges, and skills/opportunity coverage * Drive the underlying content strategy and data management planning to improve Help Agent performance * Deliver error analysis reporting and opportunity analytics Who You'll Work With * A team of Agent Managers aligned to Salesforce's other Clouds * Support Delivery Cloud Technical Leads * Slack and Trailhead Customer Success Executive Leadership * AI Tooling * Agent Evaluations * Product Management * Engineering * Digital Channel Management * Content Strategists, Writers, and Contributors ## Related Videos - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) - [Stack Overflow: Community and AI](https://www.wearedevelopers.com/videos/600-stack-overflow-community-and-ai) - [5 steps for running a Kubernetes environment at scale](https://www.wearedevelopers.com/videos/88-5-steps-for-running-a-kubernetes-environment-at-scale) - [Chatbots are going to destroy infrastructures and your cloud bills](https://www.wearedevelopers.com/videos/1130-chatbots-are-going-to-destroy-infrastructures-and-your-cloud-bills) - [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software) - [Leading Through Stagility: Human Capital Trends That Redefine Work](https://www.wearedevelopers.com/videos/1717-leading-through-stagility-human-capital-trends-that-redefine-work) ## Related Articles - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [What is Agentic Programming and Why Should Developers Care?](https://www.wearedevelopers.com/magazine/625-what-is-agentic-programming-and-why-should-developers-care) - [From Prototype to Production: Build AI Agents with This Free 4-Course Learning Path](https://www.wearedevelopers.com/magazine/655-from-prototype-to-production-build-ai-agents-with-this-free-4-course-learning-path) - [Coffee with Developers - Maria Apazoglou - Making AI understandable for all in production](https://www.wearedevelopers.com/magazine/475-coffee-with-developers-maria-apazoglou-making-ai-understandable-for-all-in-production) - [13 AI Tools You Have to Try](https://www.wearedevelopers.com/magazine/219-13-ai-tools-you-have-to-try) - [The Prompt Engineer ✍️](https://www.wearedevelopers.com/magazine/216-the-prompt-engineer)