Senior Salesforce Admin, Service Cloud | Remote + Growth

hims & hers; United States; On-site; USD 120,000 - 150,000; Full time

Benefits offered by this job

Competitive salary & equity

Unlimited PTO

Comprehensive health benefits

ESPP

401k with matching

Offsite team retreats

Job summary

Hims & Hers is seeking a Senior Salesforce Administrator - Service Cloud to own configuration, governance, and continuous improvement of our Service Cloud platform. You will be the platform owner for case management, Omni-Channel routing, the Service Console, and automation to keep agents productive and SLAs on track.

You’ll partner with Support Operations and CX leaders to translate process needs into scalable Salesforce configuration and mentor other admins as Service Cloud expands.

Qualifications

• 5-7+ years as a Salesforce Administrator owning a Service Cloud implementation for a large user base.
• Salesforce Certified Platform Administrator required.
• Preferred certifications include Advanced Administrator, App Builder, and Agentforce Service Consultant.
• Hands-on with Omni-Channel, Case Management, Entitlements & Milestones, Lightning Knowledge, and Flow Builder.
• Experience with CTI/telephony integrations and Einstein for Service is a plus.
• Bachelor’s degree required.

Responsibilities

• Own case management configuration—assignment/escalation rules, queues, record types, and Omni-Channel routing.
• Configure and maintain the Lightning Service Console, utility bar, and Knowledge base architecture.
• Build and tune entitlements, SLAs, and milestones to keep commitments visible.
• Design declarative automation in Flow for case routing, notifications, and agent workflows.
• Manage users, licenses, profiles, permission sets, and sharing rules; oversee sandbox refreshes and release management.
• Own reporting and dashboards on support KPIs, including SLA adherence and automation impact.
• Partner with Support Operations and CX leaders on process design and adoption of Salesforce capabilities.
• Mentor junior admins and analysts on platform patterns and governance.
• Lead requirements-gathering workshops with stakeholders across Support, CX, and Engineering.

Skills

Service Cloud

Omni-Channel

Case Management

Entitlements & Milestones

Lightning Knowledge

Flow Builder

Stakeholder management

Education

Bachelor’s degree

Tools

Salesforce Platform

Flow Builder

Lightning Service Console

Omni-Channel routing

Job description

Hims & Hers is seeking a Senior Salesforce Administrator - Service Cloud to own configuration, governance, and continuous improvement of our Service Cloud platform. You will be the platform owner for case management, Omni-Channel routing, the Service Console, and automation to keep agents productive and SLAs on track.

You’ll partner with Support Operations and CX leaders to translate process needs into scalable Salesforce configuration and mentor other admins as Service Cloud expands.