Responsibilities
- Own the full stack, day-to-day Service Cloud administration—case management, queues, assignment and escalation rules, Omni-Channel routing, macros, and the support workflows that keep the Customer Support team efficient.
- Serve as the first responder for Salesforce admin requests from Sales and Support—user and license management, profiles and permission sets, page layouts, fields, list views, and report/dashboard updates.
- Triage and manage the RevOps request queue in Linear—intake, prioritize, route, and resolve tickets; escalate complex builds to senior RevOps engineers with clear, well-scoped context.
- Build and maintain declarative automation (Flows, validation rules, approval processes) that support Sales and Support processes without introducing technical debt.
- Maintain data hygiene and integrity—deduplication, imports, mass updates, and routine data-quality monitoring.
- Support the GTM tech stack integrations that touch Salesforce (Talkdesk, Calendly, etc.), partnering with senior team members on the more complex connections.
- Create and maintain documentation, user guides, and lightweight training for Salesforce processes and Service Cloud workflows.
- Use AI tools to accelerate your own work—drafting documentation, summarizing and triaging requests, troubleshooting, and speeding up routine configuration.
Requirements
- 3+ years of hands-on Salesforce administration experience, primarily supporting Customer Support teams and being able to lean in on Sales Support when needed.
- Salesforce Administrator certification required.
- Strong Service Cloud expertise—case management, queues, assignment and escalation rules, Omni-Channel, and Knowledge.
- Strong declarative Salesforce skills—Flows, validation rules, the security/sharing model, and reports and dashboards.
- Experience with ticketing and triage tools (Linear, Jira, or similar) and managing a high-volume request queue.
- Familiarity with GTM tools that integrate with Salesforce (Talkdesk, Calendly, etc.).
- Strong service orientation and clear communication—comfortable partnering directly with Sales and Support stakeholders.
- Strong organizational skills—able to prioritize and move a high volume of requests with clarity.
- AI fluency—comfortable using AI tools (ChatGPT, Claude) to streamline admin work, documentation, and troubleshooting.
Nice to Have
- Service Cloud Consultant certification strongly preferred.
Work Arrangement
Hybrid
Additional Information
- Monday - Thursday are required in-office days.
- Background check is part of the hiring process.
