Note: The job is a remote job and is open to candidates in USA. SharkNinja is a global product design and technology company, seeking a motivated and detail-oriented CX DevOps & Platform Administrator. This role focuses on supporting and maintaining customer experience technology platforms, primarily Salesforce Service Cloud, while collaborating with engineers and stakeholders to enhance platform operations.

Responsibilities

• Administer and support the Salesforce Service Cloud platform, including user setup, role hierarchy, permissions, and access management ensuring SOX control adherence
• Configure and maintain Service Cloud features such as case management, queues, assignment rules, email-to-case, knowledge base, and service console components
• Assist with creating and maintaining Flows, validation rules, and automation to support service operations
• Maintain system configuration, documentation, and governance standards
• Support data management activities including imports, updates, and data quality monitoring
• Assist with DevOps and release management processes across sandbox and production environments
• Support configuration migrations, deployments, and release validation
• Participate and lead in testing cycles, including user acceptance testing (UAT) coordination and defect tracking
• Maintain version control practices and release documentation
• Help improve CI/CD processes and deployment automation as the platform evolves
• Monitor platform performance and proactively identify issues affecting service operations
• Troubleshoot system errors, integration issues, and workflow failures in collaboration with CX developers and IT teams
• Support system upgrades, new feature releases, and configuration updates
• Ensure platform changes follow established governance, security, and compliance standards
• Assist in maintaining CX reporting and dashboards within Salesforce
• Support data integrity and structured data models that enable insights into the customer journey and service operations
• Help analyze operational data to identify improvement opportunities within workflows and case management processes
• Work closely with CX developers and architects to implement enhancements and new platform capabilities
• Participate in process improvement initiatives that increase agent efficiency and improve customer experience outcomes
• Assist in evaluating emerging CX tools, automation solutions, and AI-enabled capabilities that enhance service operations
• Maintain documentation for system configurations, workflows, and integration points

Skills

• 1–3+ years of experience supporting Salesforce Service Cloud or a comparable CRM platform
• Experience with Salesforce configuration tools including Flows, case management configuration, and basic automation
• Basic understanding of DevOps concepts including environment management, testing processes, and deployment practices
• Strong attention to detail and ability to manage system configuration accurately
• Strong analytical and troubleshooting skills
• Ability to work cross-functionally with technical and business teams
• Salesforce Administrator Certification (or actively pursuing certification)
• Exposure to customer service platforms or Contact Center / CCaaS technologies
• Basic understanding of APIs, integrations, or middleware platforms
• Familiarity with reporting tools and data visualization within Salesforce
• Experience working in customer support, CX operations, or service technology environments

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Flexible spending accounts
• Health savings accounts (HSA) with company contribution
• 401(k) retirement plan with matching
• Employee stock purchase program
• Life insurance
• AD&D
• Short-term disability insurance
• Long-term disability insurance
• Generous paid time off
• Company holidays
• Parental leave
• Identity theft protection
• Pet insurance
• Pre-paid legal insurance
• Back-up child and eldercare days
• Product discounts
• Referral bonus program
• Competitive health insurance
• Retirement plans
• Wellness programs
• SharkNinja product discounts

Company Overview

Company H1B Sponsorship