Team Lead, Service Cloud

As Service Cloud Team Lead, you drive the strategy and delivery of Customer Support technology, focusing on Service Cloud and related tools. You lead a cross-disciplinary team to design scalable, integrated solutions that power global support. You’ll partner with stakeholders to align roadmaps, track outcomes, and embed AI capabilities into the stack. This role blends hands-on architecture with leadership to enable fast, reliable support at scale and meaningful business impact.

• Lead a multidisciplinary team of Salesforce Developers, Administrators, Architects, and Business Analysts
• Improve planning, release practices, and cross-functional collaboration to accelerate delivery
• Define and execute the Customer Support technology strategy, including Service Cloud plus QA, WFM, and telephony
• Own the Service Cloud roadmap and balance needs across global teams
• Partner with regional and functional stakeholders to communicate priorities, risks, and progress
• Guide Salesforce architecture, integrations, and best practices while empowering team members
• Establish KPIs for Support technology initiatives to drive continuous improvement

• 7+ years of Salesforce experience with strong Service Cloud expertise
• 5+ years of direct technical team leadership
• Deep platform expertise in architecture, customization, automation, integrations, security, governance
• Proven coaching and development of engineers and administrators
• Experience bridging technology strategy with day-to-day execution
• Strong understanding of SDLC, Agile delivery, enterprise integrations, and AI/automation initiatives
• Excellent stakeholder management and ability to influence technical and business audiences
• Collaborative leadership balancing stability, technical debt, innovation, and business delivery

• collaborative leadership
• stakeholder management
• communication
• Salesforce Service Cloud
• Salesforce architecture and integrations
• Automation