WFH Client Experience Specialist

BruntWork; Metro Manila; Remote; PHP 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Permanent work from home

Immediate hiring

Health Insurance Coverage for eligible

Job summary

BruntWork seeks a Client Experience Specialist to optimize Salesforce Operations and drive customer-centric enhancements. You will own the operational roadmap, test configurations in Sandbox, and coordinate IT/development changes while maintaining direct client outreach for feedback.

The role requires 5+ years with US-based clients, deep Salesforce Service Cloud expertise, and strong communication skills. Remote work from the Philippines is supported; ETZ hours apply.

Qualifications

• Minimum of 5 years of experience working with US-based companies.
• Strong functional knowledge of Salesforce Service Cloud and standard admin principles.
• Hands-on Salesforce experience including testing in Sandbox environments.
• Ability to translate business needs into structured functional requests.
• High degree of empathy, professionalism, and client-facing communication.
• Experience testing configurations in a Sandbox and managing release sign-offs.
• Willingness to work full-time (40 hours/week) aligned with US Eastern Time Zone hours.
• Noise-cancelling headset required.

Responsibilities

• Analyze how Support teams interact with Salesforce to identify bottlenecks and areas for improvement.
• Identify opportunities for process improvements, layouts, automation, and workflows.
• Work in a Salesforce sandbox to test, prototype, and configure changes.
• Build and maintain an operational improvement roadmap with clear functional requirements.
• Conduct User Acceptance Testing (UAT) before releases to Production.
• Extract and analyze reports/dashboards to spot trends and gaps.
• Explore Agentforce to optimize operations and adoption.

Skills

Cross-cultural communication

Client outreach

Empathy

Release management

UAT testing

Education

Salesforce Certified Administrator

Tools

Salesforce Service Cloud

Salesforce Agentforce

Job description

Job Overview:

Our client is seeking a proactive Client Experience Specialist to drive the continuous optimization of their support organization's Salesforce environment while maintaining a strong pulse on customer experience. Designed for an operational champion who understands Support workflows and can translate business needs into Salesforce efficiencies, this role involves taking ownership of the Salesforce operational roadmap—designing, experimenting, and coordinating enhancements—while dedicating a portion of the role to direct client outreach to gather post-case feedback.

Schedule:

Monday to Friday, 8:00 AM to 5:00 PM Eastern Time Zone; Full-time role

Responsibilities:

Salesforce Operations & Optimization:

• Deeply analyze how Support teams interact with Salesforce day-to-day to identify bottlenecks, redundant tasks, and areas for operational improvement.
• Identify opportunities for standard process improvements, case record layout enhancements, standard automation rules, and operational workflows by continually evaluating platform usability and functionality from the user's standpoint.
• Work within a Salesforce sandbox environment (with System Administrator access) to test, experiment, and prototype administrative configurations, page layouts, and process flows.
• Build and maintain an operational improvement roadmap. Translate business needs into clear, detailed functional requirements and submit change requests to internal IT/development teams for technical implementation.
• Perform User Acceptance Testing (UAT) on completed IT configurations, ensuring high quality and alignment with support needs before approving releases into Production.
• Extract and analyze reports and dashboards to identify performance trends, operational gaps, and opportunities for workflow enhancements.
• Explore and leverage Agentforce (Salesforce's AI platform) to help optimize support operations and user adoption.

Post-Case Client Experience & Feedback:

• Contact clients following closed support cases to check in, assess satisfaction, and gather direct qualitative feedback on their resolution experience.
• Function as an empathetic, professional liaison between clients and internal leadership, identifying trends in customer feedback to inform overall Support operations.

General Support & Operational Duties:

• Perform additional operational and administrative duties as assigned to support evolving business requirements.

Requirements:

• Minimum of 5 years of experience working directly with US-based companies, demonstrating strong cross-cultural communication skills and familiarity with US business practices and client expectations.
• Strong functional knowledge of Salesforce Service Cloud, standard administration principles, case management, layouts, standard flow/automation concepts, and platform capabilities.
• Stronger and deeper hands-on technical Salesforce experience.
• Proven ability to map out operational support workflows and translate business needs into structured functional requests.
• High degree of empathy, professionalism, and confidence in conducting direct client phone calls and written communication.
• Experience testing functional configurations in a Sandbox environment and managing release sign-offs.
• Ability to work full-time (40 hours/week, 8 hours/day) aligned with US Eastern Time Zone hours.
• A noise-cancelling headset is required.

Qualifications:

• Familiarity or experience with Salesforce Agentforce or other Salesforce AI tools.
• Salesforce Certified Administrator (or equivalent hands-on administrative experience).

Independent Contractor Perks:

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations