[Hiring] Senior Salesforce Administrator @Hims & Hers

Role Description

We’re seeking a Senior Salesforce Administrator - Service Cloud to own the configuration, governance, and continuous improvement of our Service Cloud platform. This is a full-time, regular position on our Engineering & Technology team. You’ll be the platform owner for how our support and care teams work inside Salesforce.

• Own case management configuration — assignment/escalation rules, case queues, record types, and Omni-Channel routing (queue-based, skill-based, and external).
• Configure and maintain the Lightning Service Console, utility bar, and Knowledge base architecture, including article lifecycle and taxonomy.
• Build and tune entitlements, SLAs, and milestones to keep support commitments visible and enforceable.
• Design declarative automation in Flow for case routing, notifications, and agent workflows, partnering with engineering when logic requires Apex.
• Manage users, licenses, profiles, permission sets, and sharing rules; own sandbox refreshes and release management, testing new Salesforce releases against our Service Cloud configuration before rollout.
• Own reporting and dashboards on support KPIs — case volume, SLA adherence, and the impact of automation and AI-assisted routing.
• Partner cross-functionally with Support Operations and CX leaders on process design, training, and adoption of new Salesforce capabilities.
• Mentor junior administrators and analysts on platform patterns, automation standards, and documentation.
• Lead requirements-gathering workshops and manage stakeholders across Support, CX, and Engineering.

Qualifications

• 5-7+ years as a Salesforce Administrator, including ownership of a Service Cloud implementation supporting a large, complex user base.
• Salesforce Certified Platform Administrator.
• Preferred Certifications: Salesforce Certified Platform Administrator II (Advanced Administrator), Salesforce Certified Platform App Builder, and/or Salesforce Certified Agentforce Service Consultant (formerly Service Cloud Consultant).
• Hands-on experience with Omni-Channel, Case Management, Entitlements & Milestones, Lightning Knowledge, and Flow Builder.
• Experience with CTI/telephony integrations (e.g., Salesforce Voice, formerly known as Service Cloud Voice) and Einstein for Service (bots, case classification, next best action) a plus.
• Demonstrated ability to lead sandbox refreshes, release management, and org governance for a complex, multi-integration Salesforce environment.
• Strong stakeholder management skills, with a track record of translating Support and CX process needs into scalable, well-governed configuration.
• Bachelor’s degree required.

Benefits

• Competitive salary & equity compensation for full-time roles.
• Unlimited PTO, company holidays, and quarterly mental health days.
• Comprehensive health benefits including medical, dental & vision, and parental leave.
• Employee Stock Purchase Program (ESPP).
• 401k benefits with employer matching contribution.
• Offsite team retreats.