Salesforce Administrator

About Roadie

Roadie, a UPS company, is a leading logistics and delivery platform that helps businesses tackle the complexities of modern retail with unmatched delivery coverage, flexibility and visibility. Reaching 97% of U.S. households across more than 30,000 zip codes — from urban hubs to rural communities — Roadie provides seamless, scalable solutions that meet a variety of delivery needs.

With a network of more than 310,000 independent drivers nationwide, Roadie offers flexible delivery solutions that make complex logistics challenges easy, including solutions for local same-day delivery, delivery of big and bulky items, ship-from-store and DC-to-door.

About the Role

As a Salesforce Administrator at Roadie, you will manage, configure, and optimize our Salesforce Service Cloud instance for the Customer Experience team. Your expertise will help us leverage the full capabilities of Service Cloud to improve customer service operations, enhance customer experience, and meet our business objectives. You will work closely with cross-functional teams within the CX organization including Customer Support, Customer Operations, and Trust & Safety, and across the entire company to develop and implement strategies that maximize our Salesforce investment.

What You’ll Do

• Configure and fine-tune our Salesforce Service Cloud setup—think workflows, custom fields, layouts, integrations, and beyond- to power smarter, faster service across the business
• Be a champion for efficiency: constantly assess our systems and processes to identify opportunities that boost team productivity, improve user experience, and enhance customer satisfaction
• Oversee data integrity within the Salesforce Service Cloud instance, ensuring data compliance and security via security reviews, release updates, and health checks
• Lead Salesforce projects from start to finish- whether it’s a new integration, major upgrade, or process overhaul- delivering on time and within budget
• Create and maintain individual reports, dashboards, and reporting infrastructure to provide stakeholders with real-time and historical visibility into key performance metrics and operational details
• Collaborate with stakeholders across the company to understand goals, gather requirements, and deliver smart, scalable solutions and be the go-to communicator for platform changes and updates
• Create and maintain technical documentation that reflects the current state of our Salesforce usage and enables continued scaling of our use of Service Cloud
• Maintain vendor relationships with Salesforce and other strategic technologies that integrate with Service Cloud, while exploring new technologies—especially in AI and automation—that can level up our support capabilities
• Stay up-to-date on Salesforce capabilities, and work closely with CX leadership to shape the technology roadmap that supports our vision and drives business success

What You Bring

• 2+ years of hands-on experience as a Salesforce Administrator with a strong understanding of Salesforce best practices and functionality
• Salesforce Certified Administrator, required
• Experience with Service Cloud; familiarity with custom objects, workflows, process builder, flows, and validation rules
• Proficiency in reporting and dashboards, with the ability to deliver actionable insights to stakeholders
• Comfortable with user training, documentation, and support to ensure adoption and proper use of Salesforce features
• Strong communication and collaboration skills, with the ability to work cross-functionally
• Detail-oriented, organized, and self-motivated, with a commitment to continuous learning and process improvement
• Preferred Certifications: Salesforce Advanced Administrator, Salesforce Certified AI Associate, Salesforce Service Cloud Consultant

Why Roadie?

• Competitive compensation packages
• 100% covered health insurance premiums for yourself
• 401k with company match
• Tuition and student loan repayment assistance (that’s right - Roadie will contribute directly)