Salesforce Lead - Agentforce at Ledger in London

Job description

About Ledger We’re a team of experts pushing the limits of what’s possible, united by our common goal to unlock true freedom through digital ownership, making technology accessible for all. We believe in a world where users, creators and enterprises manage their value with ownership and freedom. Our curiosity drives us to innovate, empowering individuals on a global scale. We believe change is constant and our team moves forward as one, with a culture of problem-solving where every employee is empowered and supported to challenge tradition and create solutions. Our mission is simple: to make self-custody accessible and give people the keys to their own financial futures. If you want to make a true impact, we want you to join us at Ledger. At Ledger, we’re proud to be the global platform for digital assets and Web3, with over 20% of the world’s crypto assets secured through our Ledger devices. With our headquarters in Paris, and offices in Vierzon, Grenoble, Montpellier, London, Portland, Geneva, Zurich and Central Singapore, we have a team of around 600 professionals developing a variety of products and services to enable individuals and companies to securely buy, store, swap, grow and manage crypto assets – including the Ledger hardware wallets line with more than 7.5 million units already sold in 200 countries. The team: Join our Customer Success department as a Salesforce & Tooling Lead, where you will own the strategic direction and day-to-day operation of our Salesforce ecosystem – spanning both Enterprise and consumer environments. This is a senior, hands-on leadership role in which you will line-manage a small team of Salesforce Administrators while serving as the primary technical expert for our Agentforce deployment and broader Salesforce architecture. Based in London or Paris and on-site five days a week, you will work closely with Operations, Quality Assurance, Knowledge, Enterprise and other cross-functional stakeholders to drive scalable, high-quality tooling solutions that enable our global customer base to receive best-in-class support. What you’ll be doing • Lead, mentor and line-manage a team of Salesforce Administrators, setting clear objectives, providing technical guidance and supporting their professional development. • Own the strategic direction and operational health of Ledger’s Enterprise and consumer Salesforce environments, acting as primary system administrator for objects, flows, security and overall org health. • Act as the subject-matter expert on Agentforce, owning its maintenance, troubleshooting and enhancement. • Design and build custom solutions using Apex, Lightning Web Components (LWC) and Salesforce-native tooling, working with Customer Success leadership and cross-functional teams to turn business requirements into scalable solutions. • Own and scale Service Cloud (including Omni-Channel), Experience Cloud portals and integrations with external enterprise systems, evaluating third-party tooling where it extends Salesforce. • Own release management, CI/CD and the development backlog in JIRA, keeping releases stable and secure and prioritisation transparent, and lead technical projects from discovery through deployment. • Drive platform governance: define best practices, enforce data protection and retention policies, and maintain technical documentation. • Lead AI initiatives, beyond Agentforce, that improve efficiency and customer experience across Customer Success. What we’re looking for • Able to work on-site five days a week in our London or Paris office. • A minimum of five years’ hands-on Salesforce experience in high-volume B2B and/or B2C environments, including Service Cloud, Experience Cloud, API integrations and CI/CD. • Proven experience operating and troubleshooting Agentforce (core requirement; general AI chatbot experience is not a substitute). • Deep expertise in Apex, Lightning Web Components (LWC) and Salesforce architecture. • Demonstrated experience leading a Salesforce