Overview

Our client is looking for a proactive Client Experience Specialist (Salesforce Service Cloud) to optimize their support organization’s Salesforce environment while maintaining a strong pulse on customer satisfaction. Designed for an operational champion, this role involves taking full ownership of the Salesforce operational roadmap—designing, experimenting, and coordinating enhancements—while engaging directly with clients for post-case feedback. If you excel at turning support workflows into seamless Salesforce efficiencies and bridging client insights with team performance, this is the perfect opportunity for you.

Schedule:

• Monday to Friday, 8:00 AM to 5:00 PM Eastern Time Zone; Full-time role

Responsibilities:

Salesforce Operations & Optimization:

• Deeply analyze how Support teams interact with Salesforce day-to-day to identify bottlenecks, redundant tasks, and areas for operational improvement.
• Identify opportunities for standard process improvements, case record layout enhancements, standard automation rules, and operational workflows by continually evaluating platform usability and functionality from the user's standpoint.
• Work within a Salesforce sandbox environment (with System Administrator access) to test, experiment, and prototype administrative configurations, page layouts, and process flows.
• Build and maintain an operational improvement roadmap. Translate business needs into clear, detailed functional requirements and submit change requests to internal IT/development teams for technical implementation.
• Perform User Acceptance Testing (UAT) on completed IT configurations, ensuring high quality and alignment with support needs before approving releases into Production.
• Extract and analyze reports and dashboards to identify performance trends, operational gaps, and opportunities for workflow enhancements.
• Explore and leverage Agentforce (Salesforce’s AI platform) to help optimize support operations and user adoption.

Post-Case Client Experience & Feedback:

• Contact clients following closed support cases to check in, assess satisfaction, and gather direct qualitative feedback on their resolution experience.
• Function as an empathetic, professional liaison between clients and internal leadership, identifying trends in customer feedback to inform overall Support operations.

General Support & Operational Duties:

• Perform additional operational and administrative duties as assigned to support evolving business requirements.

Requirements:

• Minimum of 5 years of experience working directly with US-based companies, demonstrating strong cross-cultural communication skills and familiarity with US business practices and client expectations.
• Strong functional knowledge of Salesforce Service Cloud, standard administration principles, case management, layouts, standard flow/automation concepts, and platform capabilities.
• Stronger and deeper hands-on technical Salesforce experience.
• Proven ability to map out operational support workflows and translate business needs into structured functional requests.
• High degree of empathy, professionalism, and confidence in conducting direct client phone calls and written communication.
• Experience testing functional configurations in a Sandbox environment and managing release sign-offs.
• Ability to work full-time (40 hours/week, 8 hours/day) aligned with US Eastern Time Zone hours.
• A noise-cancelling headset is required.

Qualifications:

• Familiarity or experience with Salesforce Agentforce or other Salesforce AI tools.
• Salesforce Certified Administrator (or equivalent hands-on administrative experience).

Independent Contractor Perks

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations

Note

Please click the "APPLY" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.

One application, multiple possibilities: When you apply, our team reviews your background against all current openings, not just this one! If a different role fits your skills, we'll get in touch! We also encourage you to keep exploring our job board and apply directly to any position that excites you.