Is the Salesforce Support Leader (Remote) position at Gallagher fully remote?

Yes, this Salesforce Support Leader (Remote) position at Gallagher is a remote position. The role is available for candidates in Canada.

Is this a full-time or part-time Salesforce Support Leader (Remote) role?

This is a full-time Salesforce Support Leader (Remote) position at Gallagher.

How do I apply for the Salesforce Support Leader (Remote) position at Gallagher?

You can apply for this Salesforce Support Leader (Remote) position by clicking the "Apply Now" button on this page, which will take you to Gallagher's application portal.

Salesforce Support Leader (Remote) at Gallagher

Canada

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. We believe that every candidate brings something special to the table, including you! We currently have an existing vacancy within our organization, so, even if you feel that you’re close but not an exact match, we encourage you to apply. 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 <ol><li style="margin: 10.0pt 0in 4.0pt 0in;">Salesforce Support Operations</li></ol><ul><li style="margin: 0in 0in 3.0pt 23.0pt;">Lead the global CRM support function, handling high-volume requests (20K+ annually).</li><li style="margin: 0in 0in 3.0pt 23.0pt;">Own intake, triage, prioritization, and resolution of producer and sales support requests.</li><li style="margin: 0in 0in 3.0pt 23.0pt;">Ensure adherence to standardized support processes rather than bypass or escalation outside the model.</li><li style="margin: 0in 0in 3.0pt 23.0pt;">Establish and monitor SLAs, response times, and resolution quality.</li></ul><ol start="2"><li style="margin: 10.0pt 0in 4.0pt 0in;"> Escalation & Case Management</li></ol><ul><li style="margin: 0in 0in 3.0pt 23.0pt;">Act as the point of accountability for critical escalations impacting producers and leadership.</li><li style="margin: 0in 0in 3.0pt 23.0pt;">Build a structured escalation model with clear ownership and response protocols.</li><li style="margin: 0in 0in 3.0pt 23.0pt;">Partner with Product, Sales Ops, and CRM teams to resolve systemic issues quickly.</li></ul><ol start="3"><li style="margin: 10.0pt 0in 4.0pt 0in;"> Continuous Improvement & Insights</li></ol><ul><li style="margin: 0in 0in 3.0pt 23.0pt;">Analyze support cases to identify trends, root causes, and systemic gaps.</li><li style="margin: 0in 0in 3.0pt 23.0pt;">Feed prioritized enhancements into the WIN product backlog.</li><li style="margin: 0in 0in 3.0pt 23.0pt;">Drive improvements in case categorization, reporting, and knowledge management, aligned with ongoing case-redesign efforts.</li></ul><ol start="4"><li style="margin: 10.0pt 0in 4.0pt 0in;"> Team Leadership & Capacity Management</li></ol><ul><li style="margin: 0in 0in 3.0pt 23.0pt;">Lead and develop a team of support analysts and admins.</li><li style="margin: 0in 0in 3.0pt 23.0pt;">Manage workload distribution, capacity, and burnout risk.</li><li style="margin: 0in 0in 3.0pt 23.0pt;">Establish clear roles across support, admins, and business analysts.</li></ul><ol start="5"><li style="margin: 10.0pt 0in 4.0pt 0in;"> Cross-Functional Alignment</li></ol><ul><li style="margin: 0in 0in 3.0pt 23.0pt;">Manage the offshore Gallagher Centre of Excellence delivery of Support processes.</li><li style="margin: 0in 0in 3.0pt 23.0pt;">Partner with CRM Training and Adoption and Divisional Sales Operations on process and field alignment.</li><li style="margin: 0in 0in 3.0pt 23.0pt;">Collaborate with the CRM Product on features, enhancements and bugs.</li><li style="margin: 0in 0in 3.0pt 23.0pt;">Ensure the support model scales across regions (GGB, GBS, Global).</li></ul>What Success Looks LikeSpeed & Quality<ul><li style="margin: 0in 0in 3.0pt 23.0pt;">SLA adherence across response and resolution.</li><li style="margin: 0in 0in 3.0pt 23.0pt;">Reduction in escalation volume.</li></ul>Field Experience<ul><li style="margin: 0in 0in 3.0pt 23.0pt;">Improved producer satisfaction with support interactions.</li><li style="margin: 0in 0in 3.0pt 23.0pt;">Reduced friction points in WIN workflows.</li></ul>Efficiency at Scale<ul><li style="margin: 0in 0in 3.0pt 23.0pt;">Decrease in repeat issues and duplicate tickets.</li><li style="margin: 0in 0in 3.0pt 23.0pt;">Increased self-service through knowledge base and automation.</li></ul>Business Impact<ul><li style="margin: 0in 0in 3.0pt 23.0pt;">Measurable contribution to WIN adoption and usage.</li><li style="margin: 0in 0in 3.0pt 23.0pt;">Clear linkage between support insights and product improvements.</li></ul> About you Experience<ul><li style="margin: 0in 0in 3.0pt 23.0pt;">8+ years in Sales Ops, CRM Support, or Salesforce administration.</li><li style="margin: 0in 0in 3.0pt 23.0pt;">Proven experience leading a high-volume support function.</li><li style="margin: 0in 0in 3.0pt 23.0pt;">Strong background in Salesforce / CRM platforms.</li></ul>Capabilities<ul><li style="margin: 0in 0in 3.0pt 23.0pt;">Operational rigor across process design, SLAs, and queue management.</li><li style="margin: 0in 0in 3.0pt 23.0pt;">Strong problem-solving and root-cause analysis.</li><li style="margin: 0in 0in 3.0pt 23.0pt;">Ability to translate field pain into scalable solutions.</li><li style="margin: 0in 0in 3.0pt 23.0pt;">Executive communication skills that are clear, concise, and action-oriented.</li></ul>Leadership Style<ul><li style="margin: 0in 0in 3.0pt 23.0pt;">Field-first mindset with genuine producer empathy.</li><li style="margin: 0in 0in 3.0pt 23.0pt;">Data-driven decision maker.</li><li style="margin: 0in 0in 3.0pt 23.0pt;">Calm under pressure with strong escalation management.</li><li style="margin: 0in 0in 3.0pt 23.0pt;">Builder of scalable systems, not just reactive support.</li></ul>#LI-DK3 #LI-Remote Compensation and benefits At Gallagher, we believe supporting our colleagues goes far beyond the role itself. For more information, <a href="https://jobs.ajg.com/gallagher-benefits-global/gallagher-benefits-canada-eng" target="_blank" rel="noopener">visit our Benefits page</a>.<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 <a href="https://jobs.ajg.com/talent/talentcommunity/form" target="_blank" rel="noopener">Talent Community </a>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)

Apply Now

Remote Opportunity

Salesforce Support Leader (Remote)

Join Gallagher as a staff professional working remotely from Canada. Explore the role, benefits, and apply in one place.

Salesforce Support Leader (Remote)

Gallagher

Full Time

2 months ago

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.

Canada

Sales

Staff

Salesforce Administration

Team Leadership

SLA Management

+5 more

Job Description

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.

We believe that every candidate brings something special to the table, including you! We currently have an existing vacancy within our organization, so, even if you feel that you’re close but not an exact match, we encourage you to apply.

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)

Skills

Salesforce Administration

Team Leadership

SLA Management

Case management

Root Cause Analysis

Process Design

Executive Communication

CRM Support

Ready to Apply?

Join Gallagher today

Posted 2 months ago

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