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Hims & Hers, a leading telehealth and wellness platform (NYSE: HIMS), is seeking a Senior Salesforce Administrator to own the configuration, governance, and continuous improvement of their Service Cloud platform. You will be the platform owner for how support and care teams work inside Salesforce, managing case management, Omni-Channel routing, the Service Console, and automation that keeps agents productive and SLAs on track.
Key responsibilities include: owning case management configuration (assignment/escalation rules, case queues, record types, Omni-Channel routing); configuring and maintaining the Lightning Service Console, utility bar, and Knowledge base architecture; building and tuning entitlements, SLAs, and milestones; designing declarative automation in Flow for case routing, notifications, and agent workflows; managing users, licenses, profiles, permission sets, and sharing rules; owning sandbox refreshes and release management; creating reporting and dashboards on support KPIs; partnering cross-functionally with Support Operations and CX leaders on process design and adoption; mentoring junior administrators; and leading requirements-gathering workshops.
You will bring 5-7+ years as a Salesforce Administrator with ownership of a Service Cloud implementation supporting a large, complex user base. Required certification: Salesforce Certified Platform Administrator. Preferred certifications include Advanced Administrator, Platform App Builder, and/or Agentforce Service Consultant. Hands-on experience with Omni-Channel, Case Management, Entitlements & Milestones, Lightning Knowledge, and Flow Builder is essential. Experience with CTI/telephony integrations and Einstein for Service is a plus. You'll demonstrate strong stakeholder management skills, ability to lead sandbox refreshes and release management in complex environments, and a Bachelor's degree is required.
Hims & Hers offers competitive salary and equity, unlimited PTO, comprehensive health benefits, ESPP, 401k matching, and team retreats. The company is committed to building a diverse workforce and provides reasonable accommodations for qualified individuals with disabilities.
