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workforce management forecasting salesforce quality assurance automation📋 Description
- Lead quarterly roadmaps and prioritization for tech support.
- Own the global support stack lifecycle; design staffing rubrics and SLAs.
- Build capacity models for long-term headcount; forecast demand and staffing needs.
- Define routing/tiering rules to route cases to the right teams.
- Automate and track handoffs to Sales or CS for risks or training gaps.
- Define entitlement logic in Salesforce for premium sessions.
🎯 Requirements
- 7+ years in Technical Support/Revenue/Business Ops in SaaS.
- Salesforce Service Cloud and WFM/QA tools expertise.
- Capacity modeling and volume forecasting skills.
- Operational discipline to create repeatable workflows.
- Collaborates with Support VPs/Directors to meet SLA targets.
🎁 Benefits
- Medical/vision/dental coverage for full-time employees.
- 401k match up to 50% of the first 6% of pay.
- Monthly stipend to support your work and productivity.
- Flexible Time Away Program and Sick Time Off.
- Life insurance and short/long disability coverage.
- Teleworking options from any registered US location.
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