Salesforce Service Cloud Platform Lead for Support & Portal

Shieldai; Dallas (TX); On-site; USD 120,000 - 160,000; Full time

Job summary

Shield AI seeks a Customer Support Systems Platform Manager to own the administration, configuration, roadmap, and ongoing development of Salesforce Service Cloud and Experience Cloud. You will manage users, roles, sharing, and case management while delivering new capabilities as teams and products expand.

The role partners with support, shipping, maintenance, product, IT, security, and program stakeholders to design scalable support processes and improve customer engagement through Salesforce.

Qualifications

• 5+ years of hands-on Salesforce administration or CRM platform experience.
• Strong experience with Salesforce Service Cloud and Experience Cloud.
• Experience building Salesforce automation using Flow and creating reports.
• Ability to gather requirements and translate into scalable Salesforce solutions.

Responsibilities

• Own Salesforce Service Cloud and Experience Cloud administration.
• Design, configure, and enhance platform workflows and case management.
• Build and maintain reports, dashboards, and data governance.
• Coordinate with stakeholders and external partners for larger projects.

Skills

Salesforce Admin

CRM systems

Stakeholder mgmt

Lightning pages

Flow automation

Reporting & dashboards

Security & access control

Multi-team coordination

Job description

Shield AI seeks a Customer Support Systems Platform Manager to own the administration, configuration, roadmap, and ongoing development of Salesforce Service Cloud and Experience Cloud. You will manage users, roles, sharing, and case management while delivering new capabilities as teams and products expand.

The role partners with support, shipping, maintenance, product, IT, security, and program stakeholders to design scalable support processes and improve customer engagement through Salesforce.