Commerce is looking for a Salesforce Administrator II to join our Go To Market (GTM) Business Applications team. In this role, you will be the operational backbone of our Salesforce org — configuring, maintaining, and improving the platform that our Sales, Customer Success, and Support teams depend on every day. A significant portion of this role is focused on Service Cloud: you'll own the configuration of case management, queues, routing, entitlements, and the tooling our support organization uses to serve Commerce merchants. You'll work closely with business stakeholders to translate their needs into reliable, scalable Salesforce solutions — without writing code.

BigCommerce, part of the Commerce brand family, helps merchants increase sales at every stage of their growth. From small startups to mid-market businesses and large enterprises, we provide the leading e-commerce platform. Our customers can then concentrate on what's most important: growing their businesses. We enable our customers to build, innovate, and grow, collectively reshaping the e-commerce industry.

What You'll Do

• Administer and configure Commerce's Salesforce org, including user management, profiles, permission sets, roles, and data security.

• Own Service Cloud configuration — case management, queues, assignment and escalation rules, entitlements, SLA milestones, macros, and quick text — in support of our customer-facing support organization.

• Build and maintain flows, validation rules, custom objects, fields, and page layouts using declarative tools.

• Support and configure CTI and telephony integrations used by the support team, ensuring reliable call routing and screen pop functionality.

• Partner with the support org to configure and optimize Knowledge, ensuring articles are structured, surfaced, and maintained effectively.

• Manage Experience Cloud (Help Center or partner-facing portals) configuration and content permissions where applicable.

• Triage and resolve user-reported issues, acting as a first responder for Salesforce support requests from internal teams.

• Maintain data quality through deduplication, validation rules, and routine hygiene processes.

• Collaborate with developers and architects on projects that require custom solutions, providing clear requirements and admin-side configuration work.

• Document configurations, processes, and change history to support audit readiness and team knowledge sharing.

Who You Are

• 3+ years of hands-on Salesforce administration experience in a production org.

• Salesforce Certified Administrator required; Service Cloud Consultant certification strongly preferred or actively in progress.

• Deep familiarity with Service Cloud — you have configured case management, SLA entitlements, routing rules, and support queues in a real support environment, not just in a sandbox.

• Strong working knowledge of Flow Builder; you reach for flows first and know where their limits are.

• Experience working alongside a support or customer success organization — you understand the operational rhythms of a support team and can configure Salesforce to match them.

• Experience with enterprise customer support platforms beyond Salesforce Service Cloud — such as Zendesk, Freshdesk, or ServiceNow CSM — and an understanding of how core support concepts (case routing, SLAs, knowledge bases, agent workspaces) translate across platforms.

• Familiarity with CTI platforms (Five9, Genesys, or similar) and how they integrate with Salesforce Service Cloud.

• Solid understanding of Salesforce data model, sharing model, and security — profiles, permission sets, OWD, and role hierarchy.

• Strong analytical and troubleshooting skills — you can diagnose a broken flow, a misconfigured assignment rule, or a data issue methodically.

• Clear communicator who can translate ambiguous business requests into well-scoped Salesforce configurations and push back constructively when a request does not fit the platform.

• Organized and detail-oriented — change management, documentation, and sandbox discipline come naturally to you.

Nice to Have

• Salesforce Service Cloud Consultant or Field Service certifications.

• Experience configuring Salesforce Knowledge for a support org, including article types, data categories, and search tuning.

• Familiarity with Omni-Channel routing, including skills-based routing and agent capacity management.

• Experience with Messaging for In-App and Web or other messaging channels in Service Cloud.

• Exposure to Marketo-Salesforce sync, even from the admin side — understanding how lead and contact data flows between systems.

• Familiarity with change set or SFDX-based deployment processes; comfort working alongside developers in a structured release process.

• Experience supporting a SaaS or e-commerce company where the customer base is technically sophisticated.

Work Where You Thrive

This is a hybrid role. For candidates based in the Austin, TX metro area, the position follows a hybrid work model with three days per week in the office, balancing focused individual work with meaningful in-person collaboration.

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(Pay Transparency Range: $76,000.00 - $114,000.00)

The national base salary range for this role is posted above in this job post.

Final compensation will be determined based on factors such as relevant experience, skills, qualifications and geographic location. We also consider internal equity to help ensure fair and consistent pay practices across our teams.

Where applicable, this role may also be eligible for variable compensation (such as bonus or commission), equity, and benefits in accordance with local policies. Details will be shared during the hiring process. We are committed to equitable and transparent pay practices that align to market data, internal equity, and individual contribution.