About the job

AppGreat is one of the fastest growing global IT companies, supporting the highest tech organizations in the world with 6 offices: 1 in  Sofia, 1 in Skopje, 1 in Bucharest, 1 in Tel Aviv, 1 in Chisinau and 1 in Warsaw.

We are working with top talents and highly experienced management to ensure the world’s leading technology companies meet all the business challenges that the future holds.

We are AppGreat! We are a young and ambitious company like no other!

WHY JOIN OUR DREAM TEAM?

The most important part of AppGreat is the team. From our founders to the last person, we are committed to creating a pleasant environment and a place where everybody feels like they belong.

We invest in them in any way we can, starting from the amazing atmosphere in the office, unique benefits and career growth opportunities.

We are looking for a Salesforce Service Expert to drive the design, implementation, and continuous improvement of our Salesforce Service Cloud solutions. This role focuses on enhancing customer support operations through efficient case management, automation, and omnichannel service capabilities. The ideal candidate will have deep expertise in Service Cloud, strong problem-solving skills, and a passion for optimizing customer service workflows. As a key liaison between business and technical teams, the Salesforce Service Expert will ensure our service platform is scalable, user-friendly, and aligned with our customer experience strategy.

RESPONSIBILITIES: 

• Configure and manage Salesforce Service Cloud to support business requirements.
• Analyze current service processes and recommend enhancements using Salesforce capabilities.
• Collaborate with cross-functional teams to gather requirements and translate them into scalable solutions.
• Lead process design sessions and drive adoption of Salesforce best practices.
• Monitor system performance and proactively resolve issues.
• Train and support end-users in using Salesforce effectively.
• Document workflows, processes, and system changes for internal knowledge sharing.

REQUIREMENTS:

• 3+ years of experience working with Salesforce Service Cloud.
• Proven experience designing or optimizing customer service processes.
• Strong understanding of Salesforce features such as Case Management, Knowledge, Omni-Channel, and Service Console.
• Excellent verbal and written English communication skills.
• Ability to independently lead initiatives and coordinate with multiple stakeholders.
• Salesforce certifications (e.g., Service Cloud Consultant, Administrator). (Advantage)
• Experience with Salesforce automation tools (Flows, Process Builder, etc.). (Advantage)
• Familiarity with ITIL, customer support operations, or similar service frameworks. (Advantage)
• Hands-on experience with integrations and third-party service tools. (Advantage)