Salesforce Administrator, Service Cloud
InstacartWe're transforming the grocery industry
At Instacart, we invite the world to share love through food because we believe everyone should have access to the food they love and more time to enjoy it together. Where others see a simple need for grocery delivery, we see exciting complexity and endless opportunity to serve the varied needs of our community. We work to deliver an essential service that customers rely on to get their groceries and household goods, while also offering safe and flexible earnings opportunities to Instacart Personal Shoppers.
Instacart has become a lifeline for millions of people, and we’re building the team to help push our shopping cart forward. If you’re ready to do the best work of your life, come join our table.
Instacart is a Flex First team
There’s no one-size fits all approach to how we do our best work. Our employees have the flexibility to choose where they do their best work—whether it’s from home, an office, or your favorite coffee shop—while staying connected and building community through regular in-person events. Learn more about our flexible approach to where we work.
Overview
About the Role
We are seeking a Sr. Salesforce Administrator to join our team and play a key role in optimizing and enhancing our Salesforce Service Cloud environment. In this role, you will focus on ensuring the platform supports our customer service operations by streamlining processes, configuring features, and driving improvements that enhance overall efficiency and service delivery.
About the Team
As part of the Customer Experience Team, you will work alongside Salesforce experts, service managers, and technical specialists to support and maintain the Salesforce Service Cloud platform. The team’s mission is to continuously enhance customer service workflows, provide seamless user experiences, and implement innovative solutions to drive operational success across customer support functions.
About the job
- Serve as a key Salesforce administrator supporting the Salesforce Service Cloud platform, ensuring it operates smoothly and meets the needs of customer service teams.
- Configure, maintain, and optimize Salesforce Service Cloud features like case management, knowledge base, and service console to improve service team performance.
- Collaborate with customer service stakeholders to enhance workflows, automate processes, and improve customer service outcomes.
- Assist with managing integrations between Salesforce and other tools, such as telephony systems, chat platforms, and knowledge management systems.
- Monitor system performance, troubleshoot issues, and provide ongoing support to ensure a high level of operational efficiency.
- Stay current on Salesforce updates and innovations related to Service Cloud, proactively recommending solutions that enhance customer service capabilities.
- Provide training and documentation to ensure teams can maximize the value of Salesforce Service Cloud features and best practices.
About you
Minimum Qualifications
- 3+ years of experience as a Salesforce Administrator, with expertise in Salesforce Service Cloud.
- Experience with contact center technologies like Genesys.
- Salesforce-certified (Admin, Advanced Admin, and Service Cloud Consultant certifications required).
- Strong experience in Salesforce configuration, system governance, and adhering to best practices for Service Cloud environments.
Preferred Qualifications
- Experience with Salesforce features specific to Service Cloud, including Case Management, Service Console, Omnichannel, and Knowledge Management.
- Familiarity with Salesforce Flows, process automation, and other tools to improve customer service operations.
- Experience with Salesforce integrations (e.g., telephony systems, chat, and other customer service platforms).
- Ability to collaborate across teams to design scalable solutions that support evolving customer service needs.
Instacart provides highly market-competitive compensation and benefits in each location where our employees work. This role is remote and the base pay range for a successful candidate is dependent on their permanent work location. Please review our Flex First remote work policy here. Currently, we are only hiring in the following provinces: Ontario, Alberta, British Columbia, and Nova Scotia.
Offers may vary based on many factors, such as candidate experience and skills required for the role. Additionally, this role is eligible for a new hire equity grant as well as annual refresh grants. Please read more about our benefits offerings here.
For Canadian based candidates, the base pay ranges for a successful candidate are listed below.