Salesforce Contractor

Masabi; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

Masabi is seeking a Salesforce Service Cloud contractor to design and build a full-service cloud solution. You will replace Freshdesk with Salesforce, work with the Salesforce lead on requirements, and deliver from design through go-live and hypercare.

The role covers case management, routing, integrations (Jira, PagerDuty, Slack, AppFollow), a knowledge base on Experience Cloud, and a two-way Jira integration. Remote, 3–6 month engagement with milestones.

Qualifications

• Strong hands on Salesforce Service Cloud experience: case management, assignment rules, entitlements, SLAs and routing.
• Delivered a CRM or helpdesk migration before with data migration awareness.
• Confident with Flow, permission sets and Salesforce reporting/dashboards.
• Experience integrating Salesforce with third party tools via connectors or middleware.
• At least one current Salesforce certification, ideally Administrator or Service Cloud Consultant.
• Independent, backlog-driven, proactive blocker handling.
• Clear communicator with non-technical stakeholders.

Responsibilities

• Build out case management with classification, custom fields, and assignment rules for each support team.
• Configure Email-to-Case routing, Service Console, HTML email templates, macros, and canned responses.
• Set up notifications and escalations based on case severity and timing.
• Manage roles, permission sets, and groups; adjust existing Flows in the org.
• Integrate with Jira, PagerDuty, Slack, and AppFollow; enable App Store reviews.
• Create a support dashboard with reports covering key metrics (e.g., time to resolution).
• Migrate 12 months of Cases and related Account/Contact data from CSV.
• Configure knowledge base and case journey on Experience Cloud; train Agentforce on foundation.
• Deploy changes via change sets; conduct trainer sessions; provide two weeks of hypercare and a handover runbook.

Skills

Salesforce Service Cloud

Case management

Flow

Permissions sets

Dashboards

Integrations

Tools

Jira

PagerDuty

Slack

AppFollow

Job description

About Us_// At Masabi, we’re driving the fare payment revolution, powering the journeys of millions all over the world. We build fare collection platforms that allow riders to seamlessly buy and present tickets for public transport either on their mobile phones, from a ticket machine, or even by tapping their bank card to travel.

Our Justride platform is used in over 250 locations globally, including some of the largest cities in the world. With our industry-first mobile ticketing SDK, we’ve partnered with large players in the transport space, including Uber, Moovit and Transit.

Your own journey is important to us too. Choosing a role here means joining a network of innovators from all walks of life; a group of passionate individuals who consistently deliver. Here, you’ll find the tools you need to build the career you want. Whether you’re taking the direct route or trying a new path, we’ll support you no matter what.

The Role_

// We are replacing Freshdesk with Salesforce Service Cloud across our customer support operation, and we are looking for a Salesforce contractor to build it.

This is a clearly scoped project with a defined backlog, not an open ended admin role. You will work directly with our Salesforce lead, who owns the requirements, and take the build from design through to go live and hypercare.

The work covers the full Service Cloud picture. Case management and routing, email-to-case, the Service Console, escalations, integrations into Jira, PagerDuty, Slack and AppFollow, a support dashboard, a Case data migration, a knowledge base on our customer portal, and Agentforce agents on top of it.

If you like owning a project end to end, and you would rather be measured on what you deliver than on hours logged, this will suit you.

Location_

// Fully remote. We are prioritising candidates based in Colombia, with reliable overlap with US Eastern Time, because that is where our Salesforce lead sits.

Duration and engagement_

// An initial 3 to 6 month contract, engaged business to business or through your own company. The work is structured around defined milestones, roughly 60 days of delivery effort in total. There is real potential to extend into further Salesforce work afterwards.

What You’ll Deliver_

• Case management built out properly: classification, custom fields and assignment rules for each support team

• Email-to-Case routing, Service Console setup, HTML email reply templates, macros and canned responses

• Notifications and escalations that fire on case severity and time thresholds

• Roles, permission sets and groups, plus adjustments to the Flows already in the org

• A two way Jira integration, extended PagerDuty and Slack notifications, and AppFollow for App Store reviews

• A support dashboard with up to six reports covering the metrics that matter, starting with time to resolution

• Migration of 12 months of Cases and their dependent Account and Contact records, loaded from CSV

• A knowledge base and case raise and track journey configured on our existing Experience Cloud site

• Agentforce agents configured on that knowledge foundation, tested, validated and documented

• Deployment via change sets, train the trainer sessions, two weeks of hypercare, and a handover runbook

About You_

• Strong hands on Salesforce Service Cloud experience: case management, assignment rules, entitlements, SLAs and routing

• You have delivered a CRM or helpdesk migration before, and you know where data migrations go wrong

• Confident with Flow, permission sets and Salesforce reporting and dashboards

• Comfortable integrating Salesforce with third party tools, whether through standard connectors or middleware

• At least one current Salesforce certification, ideally Administrator or Service Cloud Consultant

• You work independently, run your own backlog, and raise blockers early rather than at the deadline

• A clear communicator with non technical stakeholders. Our product owner is a business lead, not an engineer

Nice to Have_

• Agentforce or Einstein configured in a live org, not just explored

• Salesforce Knowledge and Experience Cloud

• Freshdesk migration experience specifically

• Jira, PagerDuty, Slack or AppFollow integration experience

Careers at Masabi are for people going places - driven by a mission to make transit fair and accessible for all.

// We are a network of innovators from all walks of life, passionate about making a difference. At Masabi, we operate with openness and trust, creating an environment where everyone feels empowered to bring their whole, authentic selves to work.

Whoever you are, just be yourself.// We welcome applications from underrepresented groups, including disabled and neurodivergent people, and can make adjustments at any stage of the process. You’re also welcome to share your pronouns whenever you feel comfortable. Together, we simplify journeys, remove barriers, and improve daily life for millions.

Why Join Masabi?

• Driven by Purpose – We believe in journeys made simple. The work isn’t always easy, but the best things never are.

• Encouraged to Accelerate – Masabi is going places and our people are in the driving seat. Whether you’re taking the direct route or exploring new paths, we support your journey.

• Advancing with Empathy – We put people first and foster a culture of learning, not blame. No matter your cargo, we share the load.

We’re already powering journeys - are you ready to join us?