As our nationwide growth accelerates, our remote Business Systems team plays a key role in driving forward our mission of Bringing Happiness to Every Home® by aggressively implementing new systems and custom applications to achieve unparalleled success in serving our customers and optimizing our business.
As a Salesforce Support Team Lead at West Shore Home®, you will contribute to this mission by overseeing a team of Support Specialists who work to resolve all business systems issues for over 2,000 end users. You will report directly to the Business Systems Support Manager.
What You’ll Contribute
In this role, you can expect to:
- Grow and maintain a strong team of Business Systems Support Specialists, mentoring and developing resources to build skills and progress to higher levels within the organization
- Monitor and measure metrics to ensure team members are meeting expectations
- Hire, develop and retain top-level resources for your team, ensuring that they deliver high-quality work, according to our company values, and continue to grow their careers within the company
- Keep track of your team members’ open tickets in the company Jira Service Desk and communicate updates with team members and internal customers via comments
- Guide team members along escalation path for issues and projects in Salesforce, Leap CPQ, Formyoula, Five9 Call Center, Call Rail, OwnBackup, Jira, and other related business systems when they need assistance
- Define and maintain professional growth plans for your team, coordinate trainings, attendance at events, user groups, and ongoing learning
- Work with team members in the Support Specialist III tier to train and re-train team members as needed
- Ensure that your team is well-informed about new features, tools, and changes to our products by leading discussions, coordinating trainings, and supporting attendance at conferences and seminars
What It Takes to Succeed
At West Shore Home, we are Default Aggressive towards our goals and take Extreme Ownership of our results. We’ll provide you with the training and tools to set you up for success, and we hope that you’ll bring:
- 2+ years of experience working with Salesforce, CPQ, ERP, and Call Center Systems, and associated tools
- 2+ years of working knowledge of all areas of the business (Sales, Finance, Accounting, Ops, Marketing, HR)
- 1+ years of experience as a functional manager or team lead of administrators, systems resources, and developers in an agile environment
- Ability to help others prioritize tasks based on complexity and level of urgency
- Experience in process workflow and documentation
- Experience training and developing technical resources
- Strong teamwork, relationship, and client management skills.
- Ability to manage expectations and interactions between business organizations, as well as influence peers and senior team leaders necessary to accomplish team goals
- Salesforce Administrator Certification (strongly preferred)
- Experience with use and administration of Jira (strongly preferred)
We Invest in YOU
We believe that when employees know they are valued and safe, they’ll bring their best efforts every day. That is why we go above and beyond to ensure that our teammates know just how much they mean to us, and we are proud to have earned Top Workplaces USA for Compensation & Benefits recognition.
We’ve got you covered with:
- Multiple health insurance options (medical, dental, vision, accident, life, critical illness, and short- and long-term disability)
- 401K retirement plan with company match
- Paid holidays and paid time off (PTO)
- Continued training & leadership development opportunities
- Unlimited professional and personal growth potential
The guaranteed pay range for this position is $84,000 per year to $98,000 per year. The actual rate is based on each candidate’s skill set and will be determined by the Hiring Manager. This role is a salaried, exempt position that is not eligible for overtime pay.
Please note that the Company will not sponsor applicants for work visas. Applicants must be authorized to work in the United States at the time of their application on a full-time basis.
More to Know
- Schedule: Exempt role with standard hours from 8AM-5PM ET
- Location: Remote (USA)
- Seniority Level: Mid-Senior Level
Why Work at West Shore Home?
We are on a mission to do something that has never been done before – to build the first nationwide home remodeling brand. That requires a high level of imagination, commitment, and determination from people who take extreme ownership of their circumstances. We are proud that our commitment to culture has earned us the 2023 Top Workplaces USA award as one of the nation’s top employers, as well as distinct recognition in the following categories: Leadership, Purpose & Values, and Compensation & Benefits.
We operate at our best when every employee works to achieve their individual potential. To facilitate this, West Shore Home actively invests in our people by providing the structure and support to challenge you as you grow professionally and offering tools to achieve personal satisfaction. If you are looking to unlock your potential and find out what you are truly capable of, there is no better place to do so.
Our Growth Story
What started as a local window & door replacement company in a small Pennsylvania suburb has grown into a technology-enabled home improvement powerhouse with over 2,500 employees across 16+ states. With continued national expansion plans, we have committed ourselves to staying true to our roots with a customer-first mindset and an employee-centric culture. While we come from different backgrounds and experiences, we are aligned by our values and are driven by a common goal – becoming America’s Most Admired Home Remodeling Brand®.
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It is the policy of West Shore Home to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. All employees are subject to a pre-employment screening process including a background check and drug screen. In addition, we will provide reasonable accommodations for qualified individuals with disabilities. If you require reasonable accommodation in completing the application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to your recruiter.
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