Salesforce Administrator II

About the role

The Salesforce Administrator II plays a critical role in the Go To Market (GTM) Business Applications team at Commerce. They administer and configure Commerce's Salesforce org, focusing on Service Cloud to support the needs of the Sales, Customer Success, and Support teams. This role requires deep expertise in Salesforce administration, Service Cloud configuration, and strong collaboration with the support organization.

Responsibilities

• Administer and configure Commerce's Salesforce org, including user management, profiles, permission sets, roles, and data security.
• Own Service Cloud configuration, including case management, queues, assignment and escalation rules, entitlements, SLA milestones, macros, and quick text.
• Build and maintain flows, validation rules, custom objects, fields, and page layouts using declarative tools.
• Support and configure CTI and telephony integrations used by the support team, ensuring reliable call routing and screen pop functionality.
• Partner with the support org to configure and optimize Knowledge, ensuring articles are structured, surfaced, and maintained effectively.
• Manage Experience Cloud (Help Center or partner-facing portals) configuration and content permissions where applicable.
• Triage and resolve user-reported issues, acting as a first responder for Salesforce support requests from internal teams.
• Maintain data quality through deduplication, validation rules, and routine hygiene processes.
• Collaborate with developers and architects on projects that require custom solutions, providing clear requirements and admin-side configuration work.
• Document configurations, processes, and change history to support audit readiness and team knowledge sharing.

Requirements

• 3+ years of hands-on Salesforce administration experience in a production org.
• Salesforce Certified Administrator required; Service Cloud Consultant certification strongly preferred or actively in progress.
• Deep familiarity with Service Cloud — you have configured case management, SLA entitlements, routing rules, and support queues in a real support environment, not just in a sandbox.
• Strong working knowledge of Flow Builder; you reach for flows first and know where their limits are.
• Experience working alongside a support or customer success organization — you understand the operational rhythms of a support team and can configure Salesforce to match them.
• Experience with enterprise customer support platforms beyond Salesforce Service Cloud — such as Zendesk, Freshdesk, or ServiceNow CSM — and an understanding of how core support concepts (case routing, SLAs, knowledge bases, agent workspaces) translate across platforms.
• Familiarity with CTI platforms (Five9, Genesys, or similar) and how they integrate with Salesforce Service Cloud.
• Solid understanding of Salesforce data model, sharing model, and security — profiles, permission sets, OWD, and role hierarchy.
• Strong analytical and troubleshooting skills — you can diagnose a broken flow, a misconfigured assignment rule, or a data issue methodically.
• Clear communicator who can translate ambiguous business requests into well-scoped Salesforce configurations and push back constructively when a request does not fit the platform.
• Organized and detail-oriented — change management, documentation, and sandbox discipline come naturally to you.

Qualifications

• Experience with enterprise customer support platforms beyond Salesforce Service Cloud — such as Zendesk, Freshdesk, or ServiceNow CSM — and an understanding of how core support concepts (case routing, SLAs, knowledge bases, agent workspaces) translate across platforms.
• Familiarity with CTI platforms (Five9, Genesys, or similar) and how they integrate with Salesforce Service Cloud.
• Experience with Messaging for In-App and Web or other messaging channels in Service Cloud.
• Exposure to Marketo-Salesforce sync, even from the admin side — understanding how lead and contact data flows between systems.
• Familiarity with change set or SFDX-based deployment processes; comfort working alongside developers in a structured release process.
• Experience supporting a SaaS or e-commerce company where the customer base is technically sophisticated.

Skills

• Hands-on Salesforce administration experience.
• Service Cloud Consultant certification.
• Flow Builder proficiency.
• Enterprise support platform experience.
• CTI integration knowledge.
• Data model and security understanding.
• Communication and troubleshooting skills.
• Change management and documentation expertise.
• Knowledge of enterprise customer support platforms.
• Experience with messaging and sync processes.
• Experience supporting a SaaS or e-commerce company.

Benefits

Commerce offers a competitive benefits package that includes health insurance, retirement plans, paid time off, and more. We are committed to fostering a diverse and inclusive workplace where everyone feels valued and respected.

Pay

$76,000.00 - $114,000.00

Schedule

This is a hybrid role with three days per week in the office and two days remote.