Salesforce Administrator, Service Cloud

Instacart; Manitoba; Remote; CAD 111,000 - 123,000; Full time

Job summary

A leading grocery delivery service is seeking a Sr. Salesforce Administrator to optimize their Salesforce Service Cloud environment. In this role, you will configure key features, collaborate with teams to enhance workflows, and ensure operational efficiency. Required qualifications include 3+ years of experience, Salesforce certifications, and expertise in contact center technologies. This remote position offers a competitive salary range of CAD $111,000 — $123,000.

Benefits

Highly competitive compensation

Equity grant eligibility

Comprehensive benefits package

Qualifications

• 3+ years of experience as a Salesforce Administrator with expertise in Salesforce Service Cloud.
• Experience with integrating Salesforce and contact center technologies.
• Proficient in Salesforce configuration and system governance for Service Cloud.

Responsibilities

• Serve as a key Salesforce administrator supporting the Salesforce Service Cloud platform.
• Optimize and maintain features like case management and service console.
• Collaborate with stakeholders to enhance workflows and automate processes.

Skills

Salesforce Service Cloud Expertise

Experience with contact center technologies

Salesforce configuration

System governance

Collaboration across teams

Education

Salesforce Admin certification

Salesforce Advanced Admin certification

Salesforce Service Cloud Consultant certification

Tools

Salesforce

Genesys

Job description

Overview

About the Role
We are seeking a Sr. Salesforce Administrator to join our team and play a key role in optimizing and enhancing our Salesforce Service Cloud environment. In this role, you will focus on ensuring the platform supports our customer service operations by streamlining processes, configuring features, and driving improvements that enhance overall efficiency and service delivery.

About the Team
As part of the Customer Experience Team, you will work alongside Salesforce experts, service managers, and technical specialists to support and maintain the Salesforce Service Cloud platform. The team’s mission is to continuously enhance customer service workflows, provide seamless user experiences, and implement innovative solutions to drive operational success across customer support functions.

About the job

• Serve as a key Salesforce administrator supporting the Salesforce Service Cloud platform, ensuring it operates smoothly and meets the needs of customer service teams.
• Configure, maintain, and optimize Salesforce Service Cloud features like case management, knowledge base, and service console to improve service team performance.
• Collaborate with customer service stakeholders to enhance workflows, automate processes, and improve customer service outcomes.
• Assist with managing integrations between Salesforce and other tools, such as telephony systems, chat platforms, and knowledge management systems.
• Monitor system performance, troubleshoot issues, and provide ongoing support to ensure a high level of operational efficiency.
• Stay current on Salesforce updates and innovations related to Service Cloud, proactively recommending solutions that enhance customer service capabilities.
• Provide training and documentation to ensure teams can maximize the value of Salesforce Service Cloud features and best practices.

About you

Minimum Qualifications

• 3+ years of experience as a Salesforce Administrator, with Expertise in Salesforce Service Cloud.
• Experience with contact center technologies like Genesys.
• Salesforce-certified (Admin, Advanced Admin, and Service Cloud Consultant certifications required).
• Strong experience in Salesforce configuration, system governance, and adhering to best practices for Service Cloud environments.

Preferred Qualifications

• Experience with Salesforce features specific to Service Cloud, including Case Management, Service Console, Omnichannel, and Knowledge Management.
• Familiarity with Salesforce Flows, process automation, and other tools to improve customer service operations.
• Experience with Salesforce integrations (e.g., telephony systems, chat, and other customer service platforms).
• Ability to collaborate across teams to design scalable solutions that support evolving customer service needs.

Instacart provides highly market-competitive compensation and benefits in each location where our employees work. This role is remote and the base pay range for a successful candidate is dependent on their permanent work location. Currently, we are only hiring in the following provinces: Ontario, Alberta, British Columbia, and Nova Scotia.

Offers may vary based on many factors, such as candidate experience and skills required for the role. Additionally, this role is eligible for a new hire equity grant as well as annual refresh grants. Please read more about our benefits offerings here.

For Canadian based candidates, the base pay ranges for a successful candidate are listed below.

Canada – Base pay (CAD)

$111,000 — $123,000 CAD