Salesforce Support Lead at Big Brothers Big Sisters of America

Position Purpose

The Salesforce (Matchforce) Support Lead is a direct report of the Director, IT Operations and will be a crucial member of the IT Operations team, responsible for managing and streamlining communication and support efforts between the Tier 1 support team and Salesforce Administrators. This role ensures that Salesforce-related issues are efficiently triaged, escalated, and resolved, improving system reliability and end-user satisfaction. The Matchforce Support Lead will focus on enhancing support processes, troubleshooting system issues, and collaborating with various stakeholders to ensure smooth Salesforce operations across the organization.

Travel: Less than 10%
FMLA Status: Full Time, Exempt
Location: Continental United States (100% remote)

Essential Duties and Responsibilities

• Act as the primary liaison between the Tier 1 support team and Salesforce Administrators, ensuring efficient communication and resolution of support tickets.
• Manage the escalation of Salesforce-related tickets, ensuring timely resolution.
• Provide Tier 2 support for complex Salesforce issues, including troubleshooting, data management, reports & dashboards, and process improvement recommendations.
• Collaborate closely with Salesforce Administrators to address system changes, enhancements, and updates.
• Develop and maintain knowledge base documentation, user guides, and support processes to improve efficiency in handling recurring issues.
• Lead efforts to identify and resolve recurring technical problems and work proactively with Salesforce Admins to reduce the volume of support requests.
• Assist with user training and adoption of Salesforce best practices and new functionalities.
• Monitor and report on system performance, user issues, and trends, providing recommendations for continuous improvement.
• Assist in testing new Salesforce features, releases, and system updates to ensure a seamless experience for end-users.
• Manages related and other duties as assigned in support of department and business needs.

Culture

• Demonstrate commitment to BBBSA’s shared leadership competencies and organizational values.
• Provide consistent follow-up regarding assigned projects and after meetings.
• Cultivate an environment where all team members feel valued, included, and empowered to achieve their potential.
• Manage related and other duties as assigned in support of department and business needs.

Education, Skills & Related Work Experience

Education Level: Bachelor’s degree in information technology, business administration, or a related field, or experience equivalent.

Years and Scope of Related Work Experience: 3-5 years of experience in Salesforce support, system administration, or technical support role. Experience working in a support environment handling Salesforce or other CRM systems.

Skills and Knowledge: Salesforce certifications (Administrator, Advanced Administrator, Business Analyst); Knowledge of ITIL processes and best practices for incident management and service requests; Proficiency in Salesforce, including system configuration, user management, and reporting; Problem-solving skills, with the ability to quickly assess issues and provide solutions; Customer service orientation, with the ability to empathize with users, understand their needs, and provide clear, concise, and friendly support; Experience working with ticketing systems (e.g., Jira, ServiceNow, or Solarwinds) to manage support issues; Ability to work independently, prioritize workload, and meet deadlines in a fast-paced environment; Ability to perform problem diagnosis for end users with varying degrees of technical understanding; Understanding of Salesforce data models, workflows, and automations; Experience developing documentation, support guides, and training materials; Highly self-motivated; Ability to work occasional overtime.

Our Commitment

At Big Brothers Big Sisters of America, we recognize, affirm, and celebrate the backgrounds, lives, and experiences of all of our stakeholders, including youth, families, donors, volunteers, and staff. We ensure the opportunity for all voices and perspectives to be heard and honored. In the workplace, we foster an environment where all people can be their best selves. We affirm that every person has the opportunity to reach their full potential. We strive to realize the full potential that is within all of us by ensuring that all voices and perspectives are heard and honored.

Equal Employment Opportunity

BBBSA provides equal employment opportunities to all qualified individuals without regard to race, creed, color, citizenship, religion, national origin, age, sex, familial or marital status, pregnancy, military or veteran status, sexual orientation, gender identity or expression, genetic information, disability, or any other legally-protected status in accordance with applicable local, state, and federal laws, regulations, and ordinances.

Americans with Disabilities Act

Employee must be able to perform all essential job functions, with or without reasonable accommodation.

Job Responsibilities

The above statements reflect the general duties, responsibilities and competencies considered necessary to perform the essential duties and responsibilities of the job and should not be considered as a detailed description of all the work requirements of the position. BBBSA may change the specific job duties with or without prior notice based on the needs of the organization.

Big Brothers Big Sisters of America is directly recruiting and hiring for this position. We are not engaging any staffing/recruitment firms or agencies for this position. If any candidate profile/resume/identifying information is sent to Big Brothers Big Sisters of America and/or Big Brothers Big Sisters agencies, we will not pay any referral or firm fees in relation to this information.