Job Overview:

Our client is seeking a proactive Client Experience Specialist to drive the continuous optimization of their support organization’s Salesforce environment while maintaining a strong pulse on customer experience. Designed for an operational champion who understands Support workflows and can translate business needs into Salesforce efficiencies, this role involves taking ownership of the Salesforce operational roadmap—designing, experimenting, and coordinating enhancements—while dedicating a portion of the role to direct client outreach to gather post-case feedback.

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.
• 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.
• 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.

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