Senior Salesforce Service Cloud Admin & Platform Lead

hims-and-hers; United States; Remote; USD 120,000 - 160,000; Full time

Benefits offered by this job

Equity compensation

Unlimited PTO

Health benefits including medical, etc

ESPP

401k with employer matching

Offsite team retreats

Job summary

Hims & Hers is seeking a Senior Salesforce Administrator - Service Cloud to own the configuration, governance, and continuous improvement of our Service Cloud platform. This full-time role sits on the Engineering & Technology team, shaping how support agents work inside Salesforce.

You will partner with Support Operations and CX leaders to translate process needs into scalable configurations, mentor junior admins, and ensure SLAs are met through automation and governance.

Qualifications

• 5-7+ years as a Salesforce Administrator with Service Cloud ownership.
• Certification: Salesforce Certified Platform Administrator.
• Hands-on with Omni-Channel, Case Management, Entitlements & Milestones, Knowledge and Flow.

Responsibilities

• Own case management configuration including 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; partner with engineering when Apex is required.
• Manage users, licenses, profiles, permission sets, and sharing rules; own sandbox refreshes and release management.
• Own reporting and dashboards on support KPIs, SLA adherence, and automation impact.
• Partner with Support Operations and CX to design processes and drive adoption of Salesforce capabilities.
• Mentor junior admins and analysts on platform patterns and documentation.
• Lead requirements-gathering workshops across Support, CX, and Engineering.

Skills

Salesforce Admin

Omni-Channel

Case Management

Apex

Flow Builder

Lightning Knowledge

Governance

Project leadership

Education

Bachelor's degree

Tools

Salesforce Service Cloud

Apex

Lightning Knowledge

Flow Builder

CTI integration

Job description

Hims & Hers is seeking a Senior Salesforce Administrator - Service Cloud to own the configuration, governance, and continuous improvement of our Service Cloud platform. This full-time role sits on the Engineering & Technology team, shaping how support agents work inside Salesforce.

You will partner with Support Operations and CX leaders to translate process needs into scalable configurations, mentor junior admins, and ensure SLAs are met through automation and governance.