Aquiva - Salesforce Support Lead

About this role

Location: Argentina, Uruguay, or Colombia — fully remote
Team: Aquiva Engineering
Type: Full-time
English: C1 — you are the client's single point of contact
About the role
You will own the end-to-end support operation for a Salesforce managed-services account, with a support team reporting to you from day one.
That means owning the process, not just the queue: work delivered professionally, a client who always knows where things stand, and a support system that gets smarter over time instead of just staying afloat. It is a leadership role, and you will still step into execution when the team needs it.
What you'll do

• Own the queue and the SLAs. Triage by complexity and priority, catch what is at risk of breaching, and coordinate to resolve it.

• Be the quality gate. Every client-facing message goes out technically sound and professional.

• Govern scope and billing. Nothing starts without being scoped, estimated, and approved. Report hours worked against hours approved, so the client gets no surprises.

• Be the single point of contact. Priorities, status, risks, and a weekly queue-health report.

• Build the team and the knowledge base. Lead and mentor the L1/L2 bench, hand execution over to them, and attack root causes instead of symptoms.

Must-have

• 3+ years in Salesforce delivery, support, or administration, owning a client relationship.

• Salesforce knowledge on the configuration side: objects, automation, permissions, data model, releases. Not a developer, but able to scope work and challenge an estimate.

• Hands-on experience with a ticketing platform and SLA management.

• Demonstrated process ownership. You have written the process, not just followed it.

• Excellent written English and the confidence to be the client's single point of contact.

Nice to have

• Salesforce certifications: Administrator, Advanced Administrator, Platform App Builder, Business Analyst

• Consultancy or managed-services experience, including billable scope and utilization governance

• Experience leading a small delivery team

• Release management in a managed-package or multi-org context

Benefits

• Co-working spaces and offices for collaboration

• Team activities

• Flexible PTO policy

• Healthcare

• Paid sick leaves, parental leaves, and volunteer days

Originally posted on Himalayas