Salesforce reportedly cuts about 700 support and sales-ops roles
A 2026 report says Salesforce made further support and sales-operations cuts while freezing hiring as AI reshapes customer service work.
Salesforce reportedly cut roughly 700 additional customer-support and sales-operations roles in 2026, alongside a hiring freeze, according to OfficeChai. The report places the move within a wider shift toward AI-assisted customer service and lower hiring demand for support work.
OfficeChai said the share of new hires entering customer-support roles fell from 8.3% in the fourth quarter of 2023 to 2.88% in the third quarter of 2025. Gartner data cited by GetMacha presents a mixed picture: 20% of contact centres reduced agent staffing after adopting AI, while 38% increased agent seats and 55% kept staffing stable despite higher volumes.
For employers, the lesson is to separate an AI business case from an automatic headcount decision. Before ending roles, document the changed work and why fewer positions are genuinely required; consult affected employees before deciding, and assess suitable redeployment or reskilling options. In Australia, an AI-enabled restructure still needs to satisfy genuine-redundancy requirements and applicable consultation obligations.
- Salesforce reportedly cut about 700 additional support and sales-operations roles in 2026.
- The report also described a hiring freeze in those functions.
- Gartner data shows AI adoption has produced staffing cuts in some contact centres but growth or stability in others.
- Employers should document the changed work, consult before deciding, and consider redeployment.
For employers: Treat AI as evidence of changed work, not automatic proof that roles can end. Document the operational need, consult before making a final decision, and assess genuine redeployment or reskilling options to support a lawful redundancy process.
Sources: Percentage of customer support agents hired has fallen from 8.3% to 2.8% over last two years: a16z data · Customer Service AI Statistics for 2026
General information for employers, not legal advice. Reporting summarised from the linked sources; confirm details with the primary source.