[Remote] Platform Administrator (Salesforce Service Cloud & CCaaS)
Note: The job is a remote job and is open to candidates in USA. SharkNinja is a global product design and technology company, seeking a motivated and detail-oriented CX DevOps & Platform Administrator. This role focuses on supporting and maintaining customer experience technology platforms, primarily Salesforce Service Cloud, while collaborating with engineers and stakeholders to enhance platform operations.
Responsibilities
- Administer and support the Salesforce Service Cloud platform, including user setup, role hierarchy, permissions, and access management ensuring SOX control adherence
- Configure and maintain Service Cloud features such as case management, queues, assignment rules, email-to-case, knowledge base, and service console components
- Assist with creating and maintaining Flows, validation rules, and automation to support service operations
- Maintain system configuration, documentation, and governance standards
- Support data management activities including imports, updates, and data quality monitoring
- Assist with DevOps and release management processes across sandbox and production environments
- Support configuration migrations, deployments, and release validation
- Participate and lead in testing cycles, including user acceptance testing (UAT) coordination and defect tracking
- Maintain version control practices and release documentation
- Help improve CI/CD processes and deployment automation as the platform evolves
- Monitor platform performance and proactively identify issues affecting service operations
- Troubleshoot system errors, integration issues, and workflow failures in collaboration with CX developers and IT teams
- Support system upgrades, new feature releases, and configuration updates
- Ensure platform changes follow established governance, security, and compliance standards
- Assist in maintaining CX reporting and dashboards within Salesforce
- Support data integrity and structured data models that enable insights into the customer journey and service operations
- Help analyze operational data to identify improvement opportunities within workflows and case management processes
- Work closely with CX developers and architects to implement enhancements and new platform capabilities
- Participate in process improvement initiatives that increase agent efficiency and improve customer experience outcomes
- Assist in evaluating emerging CX tools, automation solutions, and AI-enabled capabilities that enhance service operations
- Maintain documentation for system configurations, workflows, and integration points
Skills
- 1–3+ years of experience supporting Salesforce Service Cloud or a comparable CRM platform
- Experience with Salesforce configuration tools including Flows, case management configuration, and basic automation
- Basic understanding of DevOps concepts including environment management, testing processes, and deployment practices
- Strong attention to detail and ability to manage system configuration accurately
- Strong analytical and troubleshooting skills
- Ability to work cross-functionally with technical and business teams
- Salesforce Administrator Certification (or actively pursuing certification)
- Exposure to customer service platforms or Contact Center / CCaaS technologies
- Basic understanding of APIs, integrations, or middleware platforms
- Familiarity with reporting tools and data visualization within Salesforce
- Experience working in customer support, CX operations, or service technology environments
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Flexible spending accounts
- Health savings accounts (HSA) with company contribution
- 401(k) retirement plan with matching
- Employee stock purchase program
- Life insurance
- AD&D
- Short-term disability insurance
- Long-term disability insurance
- Generous paid time off
- Company holidays
- Parental leave
- Identity theft protection
- Pet insurance
- Pre-paid legal insurance
- Back-up child and eldercare days
- Product discounts
- Referral bonus program
- Competitive health insurance
- Retirement plans
- Wellness programs
- SharkNinja product discounts
Company Overview
Company H1B Sponsorship