# Senior Salesforce Administrator - Service Cloud

**Company**: Hims & Hers
**Location**: US - Remote
**Work arrangement**: remote
**Experience**: senior
**Job type**: Full time
**Salary**: $120K - $155K
**Category**: Engineering
**Industry**: Healthcare

**Apply**: https://jobs.ashbyhq.com/hims-and-hers/2f2e98ac-8ede-4292-a409-73d42e0f2535?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_a87305c2-35c

## Description

We are seeking a Senior Salesforce Administrator - Service Cloud to own the configuration, governance, and continuous improvement of our Service Cloud platform.

**Compensation**

- $120K – $155K • Offers Equity

**About the Role** We’re seeking a Senior Salesforce Administrator - Service Cloud to own the configuration, governance, and continuous improvement of our Service Cloud platform. This is a full-time, regular position on our Engineering & Technology team. You’ll be the platform owner for how our support and care teams work inside Salesforce , case management, Omni-Channel routing, the Service Console, and the automation that keeps agents productive and SLAs on track.

**What You Will Do**

- Own case management configuration , assignment/escalation rules, case queues, record types, and Omni-Channel routing (queue-based, skill-based, and external).

- Configure and maintain the Lightning Service Console, utility bar, and Knowledge base architecture, including article lifecycle and taxonomy.

- Build and tune entitlements, SLAs, and milestones to keep support commitments visible and enforceable.

- Design declarative automation in Flow for case routing, notifications, and agent workflows, partnering with engineering when logic requires Apex.

- Manage users, licenses, profiles, permission sets, and sharing rules; own sandbox refreshes and release management, testing new Salesforce releases against our Service Cloud configuration before rollout.

- Own reporting and dashboards on support KPIs , case volume, SLA adherence, and the impact of automation and AI-assisted routing.

- Partner cross-functionally with Support Operations and CX leaders on process design, training, and adoption of new Salesforce capabilities.

- Mentor junior administrators and analysts on platform patterns, automation standards, and documentation.

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

**What You’ll Bring**

- Required Experience: 5-7+ years as a Salesforce Administrator, including ownership of a Service Cloud implementation supporting a large, complex user base.

- Required Certification: Salesforce Certified Platform Administrator.

- Preferred Certifications: Salesforce Certified Platform Administrator II (Advanced Administrator), Salesforce Certified Platform App Builder, and/or Salesforce Certified Agentforce Service Consultant (formerly Service Cloud Consultant).

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

- Experience with CTI/telephony integrations (e.g., Salesforce Voice, formerly known as Service Cloud Voice) and Einstein for Service (bots, case classification, next best action) a plus.

- Demonstrated ability to lead sandbox refreshes, release management, and org governance for a complex, multi-integration Salesforce environment.

- Strong stakeholder management skills, with a track record of translating Support and CX process needs into scalable, well-governed configuration.

- Bachelor’s degree required.

**Why Hims & Hers** At Hims & Hers, the platform you configure is the one our support and care teams touch every single day. As a Senior Salesforce Administrator - Service Cloud, you’ll shape how quickly and effectively those teams can respond to the people who rely on us , work that translates directly into a faster, better care experience.

**Our Benefits**

- Competitive salary & equity compensation for full-time roles

- Unlimited PTO, company holidays, and quarterly mental health days

- Comprehensive health benefits including medical, dental & vision, and parental leave

- Employee Stock Purchase Program (ESPP)

- 401k benefits with employer matching contribution

- Offsite team retreats

## Skills

### Required
- Salesforce Administrator
- Service Cloud
- Omni-Channel
- Case Management
- Lightning Knowledge
- Flow Builder

### Nice to have
- Salesforce Certified Platform Administrator II
- Salesforce Certified Platform App Builder
- Salesforce Certified Agentforce Service Consultant
- CTI/telephony integrations
- Einstein for Service

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Source: [Apply at jobs.ashbyhq.com](https://jobs.ashbyhq.com/hims-and-hers/2f2e98ac-8ede-4292-a409-73d42e0f2535?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)