Senior Salesforce Administrator - Service Cloud

Job description

Hims & Hers is the leading health and wellness platform, on a mission to help the world feel great through the power of better health. We are redefining healthcare by putting the customer first and delivering access to care that is affordable, accessible, and personal, from diagnosis to treatment to delivery. No two people are the same, so we provide access to personalized care designed for results. By normalizing health & wellness challenges and innovating on their solutions, we’re making better health outcomes easier to achieve. Hims & Hers is a public company, traded on the NYSE under the ticker symbol “HIMS.” To learn more about the brand and offerings, you can visit hims.com/about http://hims.com/about and hims.com/how-it-works http://hims.com/how-it-works . For information on the company’s outstanding benefits, culture, and its talent-first flexible/remote work approach, see below and visit www.hims.com/careers-professionals http://www.hims.com/careers-professionals. ABOUT THE ROLE: 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 — case management, Omni-Channel routing, the Service Console, and the automation that keeps agents productive and SLAs on track. You’ll partner closely with Support Operations and CX leaders to translate their process needs into scalable, well-governed Salesforce configuration, and you’ll mentor other admins as our Service Cloud footprint grows. WHAT YOU WILL DO - 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. WHAT YOU’LL BRING - Required Experience: 5-7+ years as a Salesforce Administrator, including ownership of a Service Cloud implementation supporting a large, complex user base. - Required Certification: 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. Why Hims & Hers At Hims & Hers, the platform you configure is the one our support and care teams touch every single day. As a Senior Salesforce Administrator - Service Cloud, you’ll shape how quickly and effectively those teams can respond to the people who rely on us — work that translates directly into a faster, better care experience. OUR BENEFITS (THERE ARE MORE BUT HERE ARE SOME HIGHLIGHTS): - 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 We are committed to building a workforce that reflects diverse perspectives and prioritizes ethics, wellness, and a strong sense of belonging. If you're excited about this role, we encourage you to apply—even if you're not sure if your background or experience is a perfect match. Hims considers all qualified applicants for employment, including applicants with arrest or conviction records, in accordance with the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance, the California Fair Chance Act, and any similar state or local fair chance laws. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Hims & Hers is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at accommodations@forhims.com and describe the needed accommodation. Your privacy is important to us, and any information you share will only be used for the legitimate purpose of considering your request for accommodation. Hims & Hers gives consideration to all qualified applicants without regard to any protected status, including disability. Please do not send resumes to this email address. To learn more about how we collect, use, retain, and disclose Personal Information, please visit our Global Candidate Privacy Statement https://www.hims.com/global-candidate-privacy-statement.