Customer Support Systems Platform Manager (R5349)
On-siteDallas, Texas, United States
Job Summary
Administer the primary Salesforce Service Cloud and Experience Cloud platforms, managing users, roles, permissions, queues, and access controls while maintaining data quality and security. Configure case workflows, Lightning pages, validation rules, and escalation processes to support support, maintenance, shipping, and product-specific operations. Design and evolve the customer portal, managing content visibility, case submission, and asset tracking to align with business needs and security requirements. Build custom case management processes, Salesforce Flows, and automation logic to streamline support operations and internal workflows. Develop and maintain reports and dashboards for support performance, case volume, and operational metrics, ensuring executive visibility into trends and bottlenecks. Own the roadmap for platform enhancements, prioritize system requests with stakeholders, and coordinate with external consultants for technical projects. Serve as the bridge between business teams and technical resources, translating requirements into scalable solutions and training users on new features.
Required Qualifications
- 5+ years of hands-on Salesforce administration, business systems, CRM, or support-platform experience
- Strong experience administering and configuring Salesforce Service Cloud
- Experience with case management, queues, routing, escalation rules, assignment rules, record types, page layouts, and Lightning pages
- Experience building Salesforce automation using Flow
- Experience creating Salesforce reports and dashboards
- Experience managing users, permissions, roles, profiles, permission sets, and sharing settings
- Ability to gather business requirements and translate them into scalable Salesforce solutions
- Strong understanding of Salesforce configuration best practices
- Experience supporting multiple teams, business units, or product lines within a single Salesforce environment
- Strong communication skills and ability to work with technical and non-technical stakeholders
- Ability to independently manage priorities, troubleshoot issues, and drive platform improvements
- U.S. citizenship
Desired Qualifications
- Experience with Salesforce Experience Cloud, Customer Community, or customer portal administration
- Experience supporting support operations, maintenance, sustainment, logistics, shipping, asset tracking, field support, or RMA-related workflows
- Experience with Salesforce Knowledge, Entitlements, Milestones, SLAs, Macros, Omni-Channel, or Digital Engagement
- Experience designing customer-facing portal experiences
- Experience with Salesforce data governance and reporting strategy
- Experience working with external Salesforce implementation partners or developers
- Familiarity with Apex, Lightning Web Components, APIs, integrations, or the ability to manage technical Salesforce development work
- Experience in aerospace, defense, manufacturing, hardware, robotics, logistics, or complex technical product environments
- Salesforce Administrator certification
- Salesforce Advanced Administrator certification
- Salesforce Platform App Builder certification
- Salesforce Service Cloud Consultant certification
- Salesforce Experience Cloud Consultant certification
- Salesforce Platform Developer I certification
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