Customer Support Systems Platform Manager

What you'll do

Platform Administration

• Serve as the primary administrator and platform owner for Salesforce Service Cloud and Experience Cloud.
• Manage users, roles, profiles, permission sets, queues, groups, sharing settings, and access controls.
• Configure and maintain case record types, case layouts, Lightning pages, fields, validation rules, assignment rules, escalation rules, and support processes.
• Maintain the health, usability, security model, and data quality of the Salesforce support environment.
• Manage sandbox environments, configuration changes, release documentation, and user support.
• Troubleshoot issues, resolve user requests, and provide guidance to internal teams.

Service Cloud Design and Development

• Design, configure, and enhance Service Cloud functionality for support, maintenance, sustainment, shipping, and product-specific workflows.
• Build custom case management processes for different teams, products, business units, and customer support models.
• Create and maintain Salesforce Flows, automations, approval processes, notifications, routing logic, and guided support processes.
• Partner with stakeholders to gather requirements and translate business needs into scalable Salesforce solutions.
• Support the onboarding of new products, teams, and operational workflows into Service Cloud.
• Recommend improvements to case management, support operations, customer communications, and internal workflows.

Customer Portal / Experience Cloud Ownership

• Own the design, administration, and continued evolution of the Salesforce customer community portal.
• Manage customer-facing portal functionality, access, navigation, content visibility, case submission, documentation access, asset tracking, communications, and support updates.
• Design new portal features as customer and business needs evolve.
• Partner with support and customer-facing teams to improve how customers engage with support teams and access relevant information.
• Ensure portal functionality aligns with internal support workflows, security requirements, and customer experience goals.

Reporting, Dashboards, and Data

• Build and maintain reports and dashboards for support operations, case performance, shipping workflows, maintenance activity, sustainment metrics, asset-related support, and executive visibility.
• Define and maintain key metrics, reporting structures, data standards, and dashboard requirements.
• Support data quality, data cleanup, imports, exports, and ongoing data governance.
• Partner with stakeholders to improve visibility into support trends, case volume, response performance, customer engagement, and operational bottlenecks.

Roadmap and Stakeholder Management

• Own and maintain the roadmap for Salesforce Service Cloud and Experience Cloud enhancements.
• Prioritize system requests in partnership with business, IT, support, and operational stakeholders.
• Document requirements, configuration decisions, process designs, and release notes.
• Train users and create documentation for new features, workflows, reports, and portal capabilities.
• Coordinate with external Salesforce consultants, developers, or implementation partners when larger technical projects require additional support.
• Serve as the bridge between business teams and technical resources for Salesforce-related initiatives.

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 required due to potential access to CUI, ITAR-controlled technical data, export-controlled information, and customer/program-restricted information.

Preferred 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.

Preferred certifications

• Salesforce Administrator
• Salesforce Advanced Administrator
• Salesforce Platform App Builder
• Salesforce Service Cloud Consultant
• Salesforce Experience Cloud Consultant
• Salesforce Platform Developer I (preferred but not required)