Salesforce Lead - Agentforce

Location: London, United Kingdom; Paris, France Workplace: OnSite 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 team, with the confidence to coach, delegate and hold others accountable. - Salesforce certified as Administrator, Platform App Builder and Platform Developer; Service Cloud Consultant and Agentforce Specialist are a strong advantage. - Strong communication and stakeholder management skills, with the ability to translate technical concepts for non-technical audiences. At Ledger, we are dedicated to continually investing in our employees which is why we offer more than just salaries; we provide comprehensive compensation packages that include a wide range of benefits. Here are some of the benefits you can look forward to: - Health & Wellness support - Health and Life Insurance. - Financial growth opportunities - Employees can become shareholders in Ledger as well as other financial benefits depending on your country of work. - Commuter allowance - Ledger offers a commuter allowance to contribute to your preferred means of transportation. - Learning & Development - A comprehensive suite of training solutions providing a personalised learning experience for every employee. For regionally specific benefits, your Talent Acquisition contact will be able to provide you with more information. We’re committed to building an inclusive hiring process. If you need any adjustments or accommodations, just let us know, we’ll do our best to support you.