Sales Support Specialist

About the Role

The Sales Support Specialist will deliver day-to-day support to sales and operations teams. This position will help maintain and support Salesforce CRM activities, coordinate resolution of issues, support reporting and testing efforts, and contribute to identifying ways to improve sales operations processes. The successful candidate will collaborate closely with the Regional CRM Manager, the Sales Operations Systems team, the Technical Solutions team, and key business stakeholders.

Key Responsibilities

1. Salesforce and User Support

- Provide first-level support to sales and operations users regarding Salesforce CRM processes and related issues.

- Answer user questions, troubleshoot basic problems, and coordinate follow-up activities.

- Record, monitor, and follow up on support cases and change requests.

- Partner with the Technical Solutions team to drive issue resolution.

- Serve as a dependable point of contact for Salesforce process-related questions.

- Keep documentation current for recurring issues, resolutions, and day-to-day operating procedures.

2. Project and Process Support

- Support the Regional CRM Manager and the Sales Operations Systems team with Salesforce-related tasks.

- Assist with small- and medium-scale Salesforce enhancement initiatives.

- Help collect requirements, document process flows, and monitor project action items.

- Recognise process gaps and propose practical improvements.

- Coordinate stakeholder follow-ups and support change adoption.

3. Testing and Reporting

- Support User Acceptance Testing (UAT), including preparing test cases, capturing results, and tracking defects.

- Extract and analyse Salesforce reports to support operational decision-making.

- Assist with data checks, documentation, and routine operational reporting.

- Provide status updates on outstanding issues, dependencies, and risks.

Essential skills

- Experience in Salesforce user support or CRM operations.

- Strong technical aptitude, with the ability to troubleshoot and quickly learn new systems.

- Excellent communication and stakeholder collaboration skills—able to explain clearly to both business and technical stakeholders.

- Strong organisational skills and reliable follow-through.

- Proactive, dependable, and self-motivated, with a desire to support a successful roll-out & maintenance of the Salesforce CRM platform.

- Able to work independently in a fast-paced environment that can be ambiguous at times.

Good to have

- Experience with CRM user support.

- Experience supporting UAT or system enhancement projects.

- Experience drafting process flows and documenting standard operating procedures.

- Experience extracting and analysing CRM reports.

- Experience working in a tech/hyper-growth company.