Senior Salesforce Administrator – Service Cloud

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of case management configurations, which include assignment/escalation rules, case queues, record types, and Omni-Channel routing.

• Set up and maintain the Lightning Service Console, utility bar, and Knowledge Base architecture.

• Oversee the lifecycle and taxonomy of articles.

• Develop and optimize entitlements, SLAs, and milestones.

• Create declarative automation in Flow for case routing, notifications, and agent workflows.

• Collaborate with engineering when the logic necessitates Apex.

• Administer users, licenses, profiles, permission sets, and sharing rules.

• Manage sandbox refreshes and oversee release management.

• Test new Salesforce releases against the Service Cloud configuration prior to rollout.

• Take responsibility for support KPI reporting and dashboards, monitoring case volume, SLA adherence, and the impact of automation/AI-assisted routing.

• Work alongside Support Operations and CX leaders on process design, training, and the adoption of Salesforce capabilities.

• Guide junior administrators and analysts in platform patterns, automation standards, and documentation practices.

• Facilitate requirements-gathering workshops and manage stakeholders across Support, CX, and Engineering.

⛳️ Requirements

• 5–7+ years of experience as a Salesforce Administrator.

• Proven ownership of a Service Cloud implementation that supports a large and complex user base.

• Salesforce Certified Platform Administrator certification is mandatory.

• Practical experience with Omni-Channel, Case Management, Entitlements & Milestones, Lightning Knowledge, and Flow Builder.

• Familiarity with CTI/telephony integrations and Einstein for Service is an advantage.

• Capability to lead sandbox refreshes, manage releases, and govern an intricate, multi-integration Salesforce environment.

• Proficiency in translating Support and CX process requirements into scalable and well-governed configurations.

• Bachelor’s degree is required.

• Legal authorization to work in the U.S. without restrictions for any employer.

• No current or future requirement for immigration sponsorship by Hims & Hers to work in the U.S.

🏝️ Benefits

• Equity compensation available for full-time positions.

• Unlimited paid time off (PTO).

• Company-observed holidays.

• Quarterly mental health days.

• Comprehensive medical, dental, and vision benefits.

• Parental leave offered.

• Employee Stock Purchase Program (ESPP) available.

• 401(k) benefits with employer matching contributions.

• Offsite team retreats.

• Flexible and remote work options.

• Reasonable accommodations for qualified individuals with disabilities and disabled veterans.