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About the Role

The Salesforce Support Leader is accountable for the day-to-day health of the WIN (Salesforce) support function, which serves as the central intake and resolution channel for global field assistance with WIN and integrated sales tools. This role operates with a player-coach orientation, setting direction, upholding standards, and handling critical issues. Strong leadership in this role transforms support from a cost center into a strategic driver of CRM success.

Responsibilities

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.
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.
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).

Requirements

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.
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.

Skills

Salesforce administration
CRM platforms
Process design
SLAs
Queue management
Problem-solving
Root-cause analysis
Executive communication

Location

US
Canada

Work Type

Remote
Work from home
Virtual

Experience Level

8+ years

Salary/Compensations

Competitive compensation

Benefits

Comprehensive benefits programs designed to support your well-being
Career development opportunities and ongoing learning

About the Company

Gallagher is 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.
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.
At Gallagher, we believe supporting our colleagues goes far beyond the role itself.
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.

Equal Opportunity

Gallagher is an affirmative action/equal opportunity employer (Minorities/Females/Veterans/Disabled)