Senior Salesforce Admin: Service Cloud & Migration Lead

Kipu Health; United States; On-site; USD 110,000 - 160,000; Full time

Benefits offered by this job

Competitive salary

Flexible paid time off

11 paid holidays

Health insurance

Parental leave

Pet insurance

401(k) with company match

Job summary

Kipu Health is seeking a Senior Salesforce Administrator to lead Service Cloud for our behavioral health platform. You will design case management, routing, and agent tooling while consolidating internal ticketing onto Salesforce and enabling enterprise-wide service processes.

You will own security, data integrity, and reporting, partnering with the Integration and Data teams to connect Salesforce to our systems and ensure HIPAA-compliant access controls across environments.

Qualifications

• 5+ years as a Salesforce Administrator.
• Salesforce certified, including Advanced Administrator and Service Cloud Consultant.
• Hands-on Service Cloud experience: case management, queues and routing, the agent console, knowledge, entitlements, and SLAs.
• Strong declarative automation experience: Flow, validation rules, and assignment rules.
• Solid understanding of the security model: profiles, permission sets, sharing, and field-level security.
• Experience building reports and dashboards.
• You have built support or case-management processes that real teams run on.

Responsibilities

• Design and build in Service Cloud: case management, queues, Omni-Channel routing, assignment and escalation, the agent console, knowledge, and CSAT.
• Plan and run the move of the support process.
• Map the current process, migrate the data, and carry support across without dropping service.
• Improve the process; don't just replicate it.
• Bring the internal ticketing tools we use today onto Salesforce, so requests live in one platform with one set of standards.
• Design intake, case management, and routing for internal teams: Finance, CSMs, Legal, RevOps, and others.
• Build validation rules, assignment rules, entitlements, and SLAs.
• Manage users, profiles, permission sets, and the security model, and keep the org clean and documented.
• Build the reports and dashboards that show service health: volume, resolution time, SLA, and CSAT.
• Support adoption with the teams you build for, so the process sticks.
• Build to HIPAA: access controls, least privilege, and field-level security.
• Manage sandboxes and keep a clean path to production.
• Work with the Integration Engineer and the data team on the connections in and out of Salesforce.
• Partner with each business team on the process you build for them.

Skills

Salesforce Administrator

Service Cloud

Advanced Administrator

Service Cloud Consultant

Flow

Security model

Reports & Dashboards

HIPAA/PHI

Tools

Zendesk

Job description

Kipu Health is seeking a Senior Salesforce Administrator to lead Service Cloud for our behavioral health platform. You will design case management, routing, and agent tooling while consolidating internal ticketing onto Salesforce and enabling enterprise-wide service processes.

You will own security, data integrity, and reporting, partnering with the Integration and Data teams to connect Salesforce to our systems and ensure HIPAA-compliant access controls across environments.