Salesforce Administrator (Service Cloud)

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Salesforce Administrator (Service Cloud) based in Brazil.** This is a remote contractor opportunity focused on optimizing customer support operations through Salesforce Service Cloud. You’ll design and implement solutions that streamline workflows, reduce case backlogs, and improve resolution times. The role combines Salesforce administration, process automation, workflow design, and cross-functional collaboration. You’ll work closely with engineering, product, and customer support teams to translate operational needs into scalable solutions. A key part of the role will be designing complex Screen Flows and optimizing Omni-Channel configurations to improve team responsiveness. Your work will directly influence customer satisfaction, operational efficiency, and the organization’s ability to scale support. This is an opportunity to join a fast-moving technology environment where ownership, problem-solving, and measurable impact are highly valued. ### Accountabilities - Design and implement Salesforce Service Cloud strategies that streamline customer support workflows, reduce case backlogs, and improve resolution times. - Administer and optimize Service Cloud capabilities to support efficient, scalable, and responsive customer service operations. - Design, build, and manage complex Screen Flows to automate processes and simplify customer support workflows. - Configure and optimize Omni-Channel to improve workload distribution, agent responsiveness, and overall support efficiency. - Collaborate with Engineering, Product, Customer Support, and other stakeholders to identify operational challenges and implement effective Salesforce solutions. - Analyze support processes and identify opportunities for automation, workload reduction, and continuous improvement. - Provide internal teams with responsive support, actionable insights, and recommendations that enable data-driven operational decisions. - Contribute to initiatives that improve customer satisfaction and create more efficient, scalable support experiences. - Stay closely engaged with evolving business and technical requirements, adapting Salesforce solutions to support changing operational needs. ## Requirements - 3+ years of hands-on experience as a Salesforce Administrator, with a strong focus on Salesforce Service Cloud. - Proven experience with case management, customer support workflows, process automation, and initiatives designed to reduce support workloads. - Strong ability to design and implement complex Salesforce Screen Flows and workflow automation. - Solid understanding of Salesforce Service Cloud capabilities and their application to customer service operations. - Experience working in fast-paced, innovative environments where requirements and priorities can evolve quickly. - Strong problem-solving skills and the ability to translate operational challenges into practical, scalable technical solutions. - Excellent collaboration and communication skills, with the ability to work effectively with technical and non-technical stakeholders. - Hands-on mindset and willingness to investigate problems, build solutions, and take ownership through implementation. - Experience with Salesforce Omni-Channel is highly desirable. - Familiarity with OmniStudio and AWS Connect telephony integrations is a strong plus. - Exposure to Agentforce or similar AI-powered customer service capabilities is an advantage. - Ability to work effectively as a contractor in a remote, cross-functional environment. - Must be based in Latin America and legally authorized to work in the country where the position is based. ## Benefits - Fully remote work opportunity for candidates based in Latin America. - Competitive contractor compensation based on role, experience, and location. - Equity opportunity available as part of the overall compensation offering. - Opportunity to work with a rapidly growing travel technology platform and sophisticated customer support environment. - High level of ownership and the opportunity to directly influence support efficiency and customer experience. - Collaboration with engineering, product, and customer support teams. - Access to the tools, equipment, software, and resources needed to work effectively in a remote environment. - Fast-paced, ambitious culture with opportunities to take on meaningful challenges and develop your expertise. - Benefits and perks may vary according to employment type and location.