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