About Our Client:
This organization operates in the health and wellness industry, focused on improving access to affordable, personalized healthcare. It addresses the challenge of delivering care that is accessible and tailored to individual needs, aiming to normalize health and wellness challenges and innovate solutions for better health outcomes.
About the Opportunity:
The Senior Salesforce Administrator - Service Cloud is responsible for managing and enhancing the Service Cloud platform to support the organization’s care and support teams. This role ensures efficient case management, automation, and reporting to improve team productivity and service levels, contributing directly to the quality of customer support and care delivery.
Responsibilities:
• Manage case management configuration including assignment, escalation rules, and Omni-Channel routing.
• Configure and maintain the Lightning Service Console and Knowledge base architecture.
• Design and adjust entitlements, SLAs, and milestones for support commitments.
• Develop declarative automation with Flow; collaborate with engineering on Apex when needed.
• Oversee user management, licensing, permissions, sandbox refreshes, and release testing.
• Create and maintain dashboards and reports on support KPIs.
• Collaborate with Support Operations and CX leadership on process design and Salesforce adoption.
• Mentor junior administrators and analysts.
• Lead requirements workshops and manage stakeholders across departments.
Requirements:
• 5-7+ years as a Salesforce Administrator with Service Cloud ownership for a large user base.
• Salesforce Certified Platform Administrator.
• Preferred certifications: Advanced Administrator, Platform App Builder, or Service Cloud Consultant.
• Experience with Omni-Channel, Case Management, Entitlements & Milestones, Lightning Knowledge, and Flow Builder.
• Knowledge of CTI/telephony integrations and Einstein for Service is a plus.
• Proven experience with sandbox refreshes, release management, and governance in complex Salesforce environments.
• Strong stakeholder management and ability to translate process needs into scalable configurations.
• Bachelor’s degree required.
Pay Range and Compensation Package:
• The pay range and compensation package for this role will be determined based on the candidate’s experience, skills, qualifications, location, and other relevant factors.
Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.
Note:
TalentHop is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.