Salesforce Support Leader; Remote

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.

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.

• 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.

• 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.

• 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.

• 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.

• 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).

• SLA adherence across response and resolution.
• Reduction in escalation volume.

• Improved producer satisfaction with support interactions.
• Reduced friction points in WIN workflows.

• Decrease in repeat issues and duplicate tickets.
• Increased self‑service through knowledge base and automation.

• Measurable contribution to WIN adoption and usage.
• Clear linkage between support insights and product improvements.

• 8+ years in Sales Ops, CRM Support, or Salesforce administration.
• Proven experience leading a high‑volume support function.
• Strong background in Salesforce / CRM platforms.

• 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.

• Fi…