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Senior Salesforce Administrator - Service Cloud

Hims & Hers· ENGINEERING
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Remote$120k - $155kFull-timePosted 2mo ago

About the role

Senior Salesforce Administrator responsible for owning and optimizing the Service Cloud configuration, governance, and continuous improvement for Hims & Hers’ support and care teams. Partners with Support Operations and CX to translate process needs into scalable Salesforce solutions, mentors other admins, and leads governance, release management, and reporting.

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.

Qualifications

  • 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) and Einstein for Service (bots, case classification, next best action) is 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.

Skills

Required:Salesforce administrationService CloudLightning Service ConsoleFlow BuilderSandbox & release managementStakeholder management

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
Last updated Oct 21, 2026. Interested? Apply on the company site.

About Hims & Hers

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