Salesforce Support Leader (Remote)

Overview

The Salesforce Support Leader is accountable for the day-to-day health of the WIN (Salesforce) support function — the central intake and resolution channel through which the global field gets help with WIN and our integrated sales tools. The function handles high volume, with 20,000+ requests annually, and this leader owns the experience end to end. The leader operates with a player-coach orientation: setting direction, holding the line on standards, and picking up the work when it matters most. This is the front line of the producer experience in WIN — every interaction shapes adoption, trust, and ultimately revenue outcomes. Strong leadership here turns support from a cost center into a strategic driver of CRM success. This position can be fully virtual/remote/work from home and you can be based anywhere in the US or Canada. How you'll make an impact Salesforce Support Operations Lead the global CRM support function, handling high-volume requests (20K+ annually). Own intake, triage, prioritization, and resolution of producer and sales support requests. Ensure adherence to standardized support processes rather than bypass or escalation outside the model. Establish and monitor SLAs, response times, and resolution quality. Escalation & Case Management Act as the point of accountability for critical escalations impacting producers and leadership. Build a structured escalation model with clear ownership and response protocols. Partner with Product, Sales Ops, and CRM teams to resolve systemic issues quickly. Continuous Improvement & Insights Analyze support cases to identify trends, root causes, and systemic gaps. Feed prioritized enhancements into the WIN product backlog. Drive improvements in case categorization, reporting, and knowledge management, aligned with ongoing case-redesign efforts. Team Leadership & Capacity Management Lead and develop a team of support analysts and admins. Manage workload distribution, capacity, and burnout risk. Establish clear roles across support, admins, and business analysts. Cross-Functional Alignment Manage the offshore Gallagher Centre of Excellence delivery of Support processes. Partner with CRM Training and Adoption and Divisional Sales Operations on process and field alignment. Collaborate with the CRM Product on features, enhancements and bugs. Ensure the support model scales across regions (GGB, GBS, Global). What Success Looks Like Speed & Quality SLA adherence across response and resolution. Reduction in escalation volume. Field Experience Improved producer satisfaction with support interactions. Reduced friction points in WIN workflows. Efficiency at Scale Decrease in repeat issues and duplicate tickets. Increased self-service through knowledge base and automation. Business Impact Measurable contribution to WIN adoption and usage. Clear linkage between support insights and product improvements. About you Experience 8+ years in Sales Ops, CRM Support, or Salesforce administration. Proven experience leading a high-volume support function. Strong background in Salesforce / CRM platforms. Capabilities Operational rigor across process design, SLAs, and queue management. Strong problem-solving and root-cause analysis. Ability to translate field pain into scalable solutions. Executive communication skills that are clear, concise, and action-oriented. Leadership Style Field-first mindset with genuine producer empathy. Data-driven decision maker. Calm under pressure with strong escalation management. Builder of scalable systems, not just reactive support. #LI-DK3 #LI-Remote Compensation and benefits At Gallagher, we believe supporting our colleagues goes far beyond the role itself. For more information, visit our Benefits page. Competitive compensation Comprehensive benefits programs designed to support your well-being Career development opportunities and ongoing learning A collaborative, people-first culture with accessible leadership The opportunity to do meaningful work with global reach and local impact At Gallagher, we are dedicated to building an inclusive and authentic workplace. If your past experience doesn’t align perfectly, we encourage you to join our Talent Community to stay connected to additional career opportunities. At times, we will consider transferable skills from previous roles. Gallagher is an affirmative action/equal opportunity employer (Minorities/Females/Veterans/Disabled)