Salesforce Support Lead

About Better Impact

Better Impact is a global leader in volunteer management technology, supporting tens of thousands of organizations that rely on volunteers to power their missions. Our software helps volunteer leaders run programs with less administrative burden, greater visibility, and stronger impact in the communities they serve.

About HandsOn Connect

HandsOn Connect is a cloud-based volunteer management and engagement platform built on Salesforce. It enables nonprofits, corporations, and higher education institutions to recruit, schedule, track, and report on volunteer engagement through a branded volunteer portal and powerful data management tools.

Our Team & Culture

We believe technology should strengthen communities and support the professionals who lead volunteer programs. Our team is committed to building meaningful tools while fostering a workplace where people feel supported, valued, and empowered to grow.

We welcome diverse perspectives and encourage candidates to apply—even if they don’t meet every qualification listed.

The Role

The Salesforce Support Lead plays a critical role in delivering an exceptional customer experience—from onboarding through long-term success.

This role combines deep Salesforce expertise, customer support leadership, and onboarding program development. You will work directly with clients while also shaping support strategy, training programs, and operational processes across the team.

We are looking for someone who enjoys solving complex technical challenges, building strong client relationships, and continuously improving the systems that support customer success.

This role is ideal for someone who thrives in a fast-moving SaaS environment and enjoys leading by doing.

Core Responsibilities

Customer Support Leadership

Serve as a primary escalation point for complex client questions and technical issues. Lead by example in troubleshooting support tickets and delivering accurate, timely solutions while setting the standard for a high-quality support experience.

Onboarding Program Lead

Oversee and continuously improve the customer onboarding journey. Guide new clients through setup, configuration, and implementation timelines tailored to their needs while building scalable onboarding processes.

Client Training & Resource Development

Lead customer trainings and develop scalable learning resources including guides, video tutorials, and knowledge base documentation. Establish best practices that help customers confidently adopt and maximize the platform.

Retention & Expansion Support

Partner with Customer Success leadership to identify at-risk accounts and support churn mitigation strategies. Use product engagement insights and support trends to uncover opportunities for deeper platform adoption.

Team Leadership & Process Improvement

Mentor support team members and contribute to building a high-performing support function. Improve workflows, documentation, ticket management practices, and cross-team collaboration.

Salesforce Technical Expertise

Candidates should have hands-on experience with:

• Custom object and field creation
• Salesforce Flow design and implementation
• SOQL query writing
• User permission management
• Email templates, alerts, and list views
• Reports and dashboards
• Data import/export and Translation Workbench
• Troubleshooting configuration and data issues

Desired Skills & Experience

• 5+ years in a customer-facing role, preferably in SaaS
• 3+ years of hands-on Salesforce administration experience
• Experience leading or mentoring support, onboarding, or customer success team members
• Salesforce certifications required (Administrator, Advanced Admin, Nonprofit Cloud Consultant, or similar)

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• Comfortable working remotely and leading client-facing calls and trainings
• Strong communication, documentation, and project management skills
• Ability to manage multiple priorities while guiding team workflow

Qualities of a Successful Candidate

• Experience creating customer training materials or video tutorials
• CMS experience (Wix, WordPress, or similar)
• Working knowledge of HTML, SOQL, or similar technical languages
• A strong problem solver who enjoys helping customers succeed
• Ability to balance hands-on work with team leadership
• Passion for teaching, coaching, and improving processes

Compensation & Benefits

Salary Range: $65,000–$75,000

Our benefits package includes:

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

We conduct annual salary reviews and provide opportunities for professional growth and compensation adjustments based on performance and company growth.