Note: The job is a remote job and is open to candidates in USA. Hims & Hers is a health and wellness platform focused on delivering personalized, accessible healthcare. The company is seeking a Senior Salesforce Administrator - Service Cloud to own the configuration, governance, and continuous improvement of its Service Cloud platform, supporting case management, routing, automation, reporting, and user adoption. The role partners with Support Operations, CX, and Engineering teams and mentors other administrators.
Responsibilities
- 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
Skills
- • 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
- • 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
- • 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)
Benefits
- Equity compensation for full-time roles
- Unlimited PTO
- Company holidays
- Quarterly mental health days
- Comprehensive health benefits including medical, dental & vision
- Parental leave
- Employee Stock Purchase Program (ESPP)
- 401k benefits with employer matching contribution
- Offsite team retreats
Company Overview
Company H1B Sponsorship