Salesforce Administrator

Summary

Join Roadie, a UPS company, as a Salesforce Administrator and manage, configure, and optimize our Salesforce Service Cloud instance for the Customer Experience team. You will leverage Service Cloud to improve customer service operations and enhance customer experience. Collaborate with cross-functional teams to develop and implement strategies maximizing our Salesforce investment. Responsibilities include configuring Salesforce Service Cloud, championing efficiency, overseeing data integrity, leading Salesforce projects, creating reports and dashboards, collaborating with stakeholders, creating technical documentation, maintaining vendor relationships, staying updated on Salesforce capabilities, and shaping the technology roadmap. The role requires 2+ years of hands-on experience as a Salesforce Administrator, Salesforce Certified Administrator certification, and experience with Service Cloud features. Strong communication and collaboration skills are essential. Roadie offers competitive compensation, 100% covered health insurance premiums, 401k matching, tuition and student loan repayment assistance, flexible work schedule with unlimited PTO, monthly 3-day weekends, monthly WFH stipend, and paid sabbatical leave.

Requirements

• 2+ years of hands-on experience as a Salesforce Administrator with a strong understanding of Salesforce best practices and functionality
• Salesforce Certified Administrator, required
• Experience with Service Cloud; familiarity with custom objects, workflows, process builder, flows, and validation rules
• Proficiency in reporting and dashboards, with the ability to deliver actionable insights to stakeholders
• Comfortable with user training, documentation, and support to ensure adoption and proper use of Salesforce features
• Strong communication and collaboration skills, with the ability to work cross-functionally
• Detail-oriented, organized, and self-motivated, with a commitment to continuous learning and process improvement

Responsibilities

• Configure and fine-tune our Salesforce Service Cloud setup—think workflows, custom fields, layouts, integrations, and beyond- to power smarter, faster service across the business
• Be a champion for efficiency: constantly assess our systems and processes to identify opportunities that boost team productivity, improve user experience, and enhance customer satisfaction
• Oversee data integrity within the Salesforce Service Cloud instance, ensuring data compliance and security via security reviews, release updates, and health checks
• Lead Salesforce projects from start to finish- whether it’s a new integration, major upgrade, or process overhaul- delivering on time and within budget
• Create and maintain individual reports, dashboards, and reporting infrastructure to provide stakeholders with real-time and historical visibility into key performance metrics and operational details
• Collaborate with stakeholders across the company to understand goals, gather requirements, and deliver smart, scalable solutions and be the go-to communicator for platform changes and updates
• Create and maintain technical documentation that reflects the current state of our Salesforce usage and enables continued scaling of our use of Service Cloud
• Maintain vendor relationships with Salesforce and other strategic technologies that integrate with Service Cloud, while exploring new technologies—especially in AI and automation—that can level up our support capabilities
• Stay up-to-date on Salesforce capabilities, and work closely with CX leadership to shape the technology roadmap that supports our vision and drives business success

Preferred Qualifications

Salesforce Advanced Administrator, Salesforce Certified AI Associate, Salesforce Service Cloud Consultant

Benefits

• Competitive compensation packages
• 100% covered health insurance premiums for yourself
• 401k with company match
• Tuition and student loan repayment assistance (that’s right - Roadie will contribute directly to your existing student loans!)
• Flexible work schedule with unlimited PTO
• Monthly 3-day weekends
• Monthly WFH stipend
• Paid sabbatical leave- tenured team members are given time to rest, relax, and explore