Senior Salesforce Administrator - Service Cloud

About the Role:

We’re seeking a Senior Salesforce Administrator - Service Cloud to own the configuration, governance, and continuous improvement of our Service Cloud platform. This is a full-time, regular position on our Engineering & Technology team. You’ll be the platform owner for how our support and care teams work inside Salesforce — case management, Omni-Channel routing, the Service Console, and the automation that keeps agents productive and SLAs on track. You’ll partner closely with Support Operations and CX leaders to translate their process needs into scalable, well-governed Salesforce configuration, and you’ll mentor other admins as our Service Cloud footprint grows.

What You Will Do

• 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.

What You’ll Bring

• 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, 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.

Why Hims & Hers

At Hims & Hers, the platform you configure is the one our support and care teams touch every single day. As a Senior Salesforce Administrator - Service Cloud, you’ll shape how quickly and effectively those teams can respond to the people who rely on us — work that translates directly into a faster, better care experience.