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Salesforce Support Leader (Remote)

July 21, 2026

Introduction Welcome to Gallagher - a global community of people who bring bold ideas, deep expertise, and a shared commitment to doing what’s right. We help clients navigate complexity with confidence by empowering businesses, communities, and individuals to thrive. At Gallagher, you’ll find more than a job; you’ll find a culture built on trust, driven by collaboration, and sustained by the belief that we’re better together. Whether you join us in a client-facing role or as part of our brokerage division, our benefits and HR consulting division, or our corporate team, you’ll have the opportunity to grow your career, make an impact, and be part of something bigger. Experience a workplace where you’re encouraged to be yourself, supported to succeed, and inspired to keep learning. That’s what it means to live The Gallagher Way. 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 <ul><li> Salesforce Support Operations</li><li>Lead the global CRM support function, handling high-volume requests (20K+ annually). </li><li>Own intake, triage, prioritization, and resolution of producer and sales support requests. </li><li>Ensure adherence to standardized support processes rather than bypass or escalation outside the model. </li><li>Establish and monitor SLAs, response times, and resolution quality. </li><li> Escalation & Case Management</li><li>Act as the point of accountability for critical escalations impacting producers and leadership. </li><li>Build a structured escalation model with clear ownership and response protocols. </li><li>Partner with Product, Sales Ops, and CRM teams to resolve systemic issues quickly. </li><li> Continuous Improvement & Insights</li><li>Analyze support cases to identify trends, root causes, and systemic gaps. </li><li>Feed prioritized enhancements into the WIN product backlog. </li><li>Drive improvements in case categorization, reporting, and knowledge management, aligned with ongoing case-redesign efforts. </li><li> Team Leadership & Capacity Management</li><li>Lead and develop a team of support analysts and admins. </li><li>Manage workload distribution, capacity, and burnout risk. </li><li>Establish clear roles across support, admins, and business analysts. </li><li> Cross-Functional Alignment</li><li>Manage the offshore Gallagher Centre of Excellence delivery of Support processes. </li><li>Partner with CRM Training and Adoption and Divisional Sales Operations on process and field alignment. </li><li>Collaborate with the CRM Product on features, enhancements and bugs. </li><li>Ensure the support model scales across regions (GGB, GBS, Global). </li></ul>What Success Looks Like Speed & Quality <ul><li>SLA adherence across response and resolution. </li><li>Reduction in escalation volume. </li></ul>Field Experience <ul><li>Improved producer satisfaction with support interactions. </li><li>Reduced friction points in WIN workflows. </li></ul>Efficiency at Scale <ul><li>Decrease in repeat issues and duplicate tickets. </li><li>Increased self-service through knowledge base and automation. </li></ul>Business Impact <ul><li>Measurable contribution to WIN adoption and usage. </li><li>Clear linkage between support insights and product improvements. </li></ul>Experience About You <ul><li>8+ years in Sales Ops, CRM Support, or Salesforce administration. </li><li>Proven experience leading a high-volume support function. </li><li>Strong background in Salesforce / CRM platforms. </li></ul>Capabilities <ul><li>Operational rigor across process design, SLAs, and queue management. </li><li>Strong problem-solving and root-cause analysis. </li><li>Ability to translate field pain into scalable solutions. </li><li>Executive communication skills that are clear, concise, and action-oriented. </li></ul>Leadership Style <ul><li>Field-first mindset with genuine producer empathy. </li><li>Data-driven decision maker. </li><li>Calm under pressure with strong escalation management. </li><li>Builder of scalable systems, not just reactive support. </li></ul>Compensation And Benefits At Gallagher, we believe supporting our colleagues goes far beyond the role itself. For more information, visit our Benefits page. <ul><li>Competitive compensation</li><li>Comprehensive benefits programs designed to support your well-being </li><li>Career development opportunities and ongoing learning </li><li>A collaborative, people-first culture with accessible leadership </li><li>The opportunity to do meaningful work with global reach and local impact </li></ul>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)

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...