Salesforce Lead - Agentforce

As a Salesforce Lead - Agentforce at Ledger, you will own the strategic direction and day-to-day operation of our Salesforce ecosystem spanning both Enterprise and consumer environments. Based in London or Paris on-site five days a week, 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. 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 do

• 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 by defining best practices, enforcing data protection and retention policies, and maintaining technical documentation
• Lead AI initiatives beyond Agentforce that improve efficiency and customer experience across Customer Success

What you bring

• The ability to work on-site five days a week in our London or Paris office
• A minimum of five years of 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 certifications as Administrator and Platform App Builder and Platform Developer
• Strong communication and stakeholder management skills, with the ability to translate technical concepts for non-technical audiences

Nice to have

• Salesforce Service Cloud Consultant certification
• Salesforce Agentforce Specialist certification

What we offer

• Health and Life Insurance
• Opportunity to become a shareholder in Ledger, plus other financial benefits depending on your country of work
• Commuter allowance to contribute to your preferred means of transportation
• Comprehensive Learning and Development programme with a suite of training solutions providing a personalised learning experience

About Ledger

Ledger is the global platform for digital assets and Web3, with over 20% of the world's crypto assets secured through Ledger devices. With headquarters in Paris and offices across Europe and Singapore, the team of around 600 professionals develops products and services enabling 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 sold in 200 countries.