Senior Salesforce Administrator - Service Cloud

Hims & Hers•,

5d•$120,000 - $155,000•Remote

About The Position

Hims & Hers is seeking a Senior Salesforce Administrator - Service Cloud to own the configuration, governance, and continuous improvement of their Service Cloud platform. This is a full-time, regular position on the Engineering & Technology team. The role involves being the platform owner for how support and care teams operate within Salesforce, focusing on case management, Omni-Channel routing, the Service Console, and automation to enhance agent productivity and ensure SLAs are met. The administrator will collaborate with Support Operations and CX leaders to translate process needs into scalable, well-governed Salesforce configurations and mentor other administrators as the Service Cloud footprint expands.

Requirements

5-7+ years as a Salesforce Administrator, including ownership of a Service Cloud implementation supporting a large, complex user base.
Salesforce Certified Platform Administrator certification.
Hands-on experience with Omni-Channel, Case Management, Entitlements & Milestones, Lightning Knowledge, and Flow Builder.
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.

Nice To Haves

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

Responsibilities

Own case management configuration, including 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 ensure support commitments are visible and enforceable.
Design declarative automation in Flow for case routing, notifications, and agent workflows, collaborating with engineering for Apex logic when necessary.
Manage users, licenses, profiles, permission sets, and sharing rules; oversee sandbox refreshes and release management, including testing new Salesforce releases against Service Cloud configuration before rollout.
Own reporting and dashboards on support KPIs such as 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.