Salesforce Administrator Service Cloud (Customer Support)

Salesforce Administrator Service Cloud (Customer Support)

Location: San Jose (1st Preference), Austin (2nd Preference), Remote (3rd Option) Mode: Work from Office/Hybrid Authorization: W2 Preferred Interview: First by offshore, second by the customer

About the Team

Our Customer Support Technology Product and Program management team enables a global support organization and self-service ecosystem that supports our human advisors and millions of customers. We own the technology systems that power our support operations team including our CRM (Salesforce Service Cloud), telephony/CTI integrations, knowledge workflows, dashboards/analytics and continuous improvement of agent productivity and customer satisfaction. You'll work closely with product and program management, support operations, engineering, data science and more to deliver a compelling support experience.

About the Role

You will own the day-to-day administration and evolution of our Salesforce Service Cloud platform for support operations. Your responsibilities will span user management, configuration, automation, reporting and integration support. You will serve as the administrator partner to agent teams and collaborate closely with engineering (Salesforce developers) on enhancements, integrations (such as Amazon Connect), and scalable platform improvements. This is a high-impact role in a fast-moving support environment.

What You'll Be Doing

• Configure and fine-tune our Salesforce Service Cloud setupthink workflows, custom fields, layouts, integrations, and beyond- to power smarter, faster service across the business
• Be a champion for efficiency: constantly assess our systems and processes to identify opportunities that boost team productivity, improve user experience, and enhance customer satisfaction
• Oversee data integrity within the Salesforce Service Cloud instance, ensuring data compliance and security via security reviews, release updates, and health checks
• Lead Salesforce projects from start to finish- whether it's a new integration, major upgrade, or process overhaul- delivering on time and within budget
• Create and maintain individual reports, dashboards, and reporting infrastructure to provide stakeholders with real-time and historical visibility into key performance metrics and operational details
• Collaborate with stakeholders across the company to understand goals, gather requirements, and deliver smart, scalable solutions and be the go-to communicator for platform changes and updates
• Create and maintain technical documentation that reflects the current state of our Salesforce usage and enables continued scaling of our use of Service Cloud
• Maintain vendor relationships with Salesforce and other strategic technologies that integrate with Service Cloud, while exploring new technologiesespecially in AI and automationthat can level up our support capabilities
• Stay up-to-date on Salesforce capabilities, and work closely with CX leadership to shape the technology roadmap that supports our vision and drives business success

Required:

• 25 years of hands-on experience as a Salesforce Administrator in a customer support, service, or contact-center context.
• Experience with Salesforce Service Cloud supporting agent workflows and service operations.
• Salesforce Certified Administrator.

Strongly Preferred:

• Salesforce Certified Advanced Administrator (Admin II).

Nice to Have:

• Salesforce Certified Service Cloud Consultant (or other cloud cert such as Sales Cloud, Field Service, Nonprofit Cloud).
• Experience integrating Amazon Connect with Salesforce (telephony/CTI, call routing, screen-pop, call logging).
• Salesforce Certified Agentforce Specialist.

Education & Other Requirements

• Bachelor's degree in information systems, Computer Science, Business or equivalent professional experience.
• Excellent documentation, training, communication and stakeholder-collaboration skills.
• Experience working with engineering teams, agile or sprint-based development environment, and balancing production support with continuous improvement.