Salesforce Support Lead

Location: Fully remote within Argentina, Uruguay, or Colombia

Company

Provides Salesforce managed-services support through the hirify.global Engineering team.

What you will do

• Own the support queue, prioritize tickets by complexity and urgency, and manage SLA risks.
• Review client-facing communication for technical accuracy and professionalism.
• Govern scope, estimates, approvals, billing, and reporting of worked hours against approved hours.
• Act as the client's single point of contact for priorities, status, risks, and weekly queue-health reporting.
• Lead and mentor the L1/L2 support team, delegate execution, and develop the knowledge base.
• Identify and address root causes to continuously improve the support operation.

Requirements

• 3+ years of experience in Salesforce delivery, support, or administration with client-relationship ownership.
• Configuration-level Salesforce knowledge covering objects, automation, permissions, data models, and releases.
• Hands-on experience with ticketing platforms and SLA management.
• Demonstrated ownership of support or delivery processes.
• C1 English and excellent written communication are required for serving as the client's single point of contact.

Nice to have

• Salesforce Administrator, Advanced Administrator, Platform App Builder, or Business Analyst certification.
• Consultancy or managed-services experience involving billable scope and utilization governance.
• Experience leading a small delivery team.
• Release management experience in a managed-package or multi-org environment.

Culture & Benefits

• Fully remote work within the specified countries.
• Access to co-working spaces and offices for collaboration.
• Team activities.
• Flexible paid time off policy.
• Healthcare, paid sick leave, parental leave, and volunteer days.