[Hiring] Salesforce Support & Onboarding Lead @Better Impact

Role Description

You are the person our customers count on when something in Salesforce is not behaving, and the person who sets them up so that happens less often. The job blends hands-on Salesforce work, customer support, and onboarding. You will work directly with clients, and you will also shape how support and onboarding actually run here: the process, the training, the documentation.

We are looking for someone who likes untangling a messy technical problem, likes the person on the other end of the ticket, and cannot leave a broken process alone. It is a good fit if you like to lead by doing, if you enjoy teaching and coaching, and if you are happiest when you can fix the thing and then fix the reason it broke.

Core Responsibilities

• Customer Support Leadership: Be the escalation point for the hard ones. Work tickets alongside the team, give clear answers quickly, and set the bar for what good support looks like here.
• Onboarding Program and Team Lead: Own onboarding from the first call to go-live. Walk new clients through setup and configuration on a timeline that fits them, then turn what works into a repeatable process.
• Client Training & Resource Development: Run customer trainings and build the materials that scale them: guides, short videos, knowledge base articles. Help customers get past the basics and actually use the platform well.
• Retention & Expansion Support: Work with Customer Success to spot accounts that are drifting, and step in early. Use usage data and support trends to find where customers could be getting more out of the product.
• Team Leadership & Process Improvement: Mentor the support team and help build a function that runs well without heroics. Improve workflows, documentation, and how tickets move between people.

Qualifications

• 5+ years in a customer-facing role, preferably in SaaS
• 3+ years of hands-on Salesforce administration experience
• Experience mentoring or leading people on a support, onboarding, or customer success team
• At least one current Salesforce certification (Administrator, Advanced Administrator, Nonprofit Cloud Consultant, or similar)
• Comfortable working remotely and running client calls and trainings
• Strong communication, documentation, and project management skills
• Able to juggle several priorities without dropping the thread

Nice to Have

• Hands-on experience with HTML and CSS
• Experience creating customer training materials or video tutorials
• CMS experience (Wix, WordPress, or similar)
• Working knowledge of HTML, SOQL, or similar technical languages

Salary Range

$85,000-$95,000

Benefits

• Medical, Dental & Vision Insurance (after 90 days)
• 401(k) (after 90 days)
• Unlimited PTO after 90 days, plus 9 paid holidays
• Paid maternity and paternity leave
• Fully remote work environment