Salesforce Contractor

About Us_
// At Masabi, we’re driving the fare payment revolution, powering the journeys of millions all over the world. We build fare collection platforms that allow riders to seamlessly buy and present tickets for public transport either on their mobile phones, from a ticket machine, or even by tapping their bank card to travel. 

Our Justride platform is used in over 250 locations globally, including some of the largest cities in the world. With our industry-first mobile ticketing SDK, we’ve partnered with large players in the transport space, including Uber, Moovit and Transit. 

Your own journey is important to us too. Choosing a role here means joining a network of innovators from all walks of life; a group of passionate individuals who consistently deliver. Here, you’ll find the tools you need to build the career you want. Whether you’re taking the direct route or trying a new path, we’ll support you no matter what. 

The Role_

// We are replacing Freshdesk with Salesforce Service Cloud across our customer support operation, and we are looking for a Salesforce contractor to build it.

This is a clearly scoped project with a defined backlog, not an open ended admin role. You will work directly with our Salesforce lead, who owns the requirements, and take the build from design through to go live and hypercare.

The work covers the full Service Cloud picture. Case management and routing, email-to-case, the Service Console, escalations, integrations into Jira, PagerDuty, Slack and AppFollow, a support dashboard, a Case data migration, a knowledge base on our customer portal, and Agentforce agents on top of it.

If you like owning a project end to end, and you would rather be measured on what you deliver than on hours logged, this will suit you.

Location_

// Fully remote. We are prioritising candidates based in Colombia, with reliable overlap with US Eastern Time, because that is where our Salesforce lead sits.

Duration and engagement_

// An initial 3 to 6 month contract, engaged business to business or through your own company. The work is structured around defined milestones, roughly 60 days of delivery effort in total. There is real potential to extend into further Salesforce work afterwards.

What You’ll Deliver_

• Case management built out properly: classification, custom fields and assignment rules for each support team

• Email-to-Case routing, Service Console setup, HTML email reply templates, macros and canned responses

• Notifications and escalations that fire on case severity and time thresholds