Product Administrator, Customer Service
Every year, SAS Customer Service supports millions of customer interactions together with our external partners and contact centres. As customer expectations evolve, so does our ambition. We are strengthening our digital capabilities to deliver seamless, customer-centric solutions that empower our travellers, partners, and internal agents alike.
Challenges you will work on
As a Salesforce Product Administrator, you will play a key role between IT and the business, ensuring that Salesforce Service Cloud both supports daily operations and continues to evolve with business needs. This is a hands-on role with a balanced focus on Salesforce administration and configuration, with the ambition of an approximately 50/50 split between operational admin and development-oriented tasks.
- Configure and customize Salesforce Service Cloud to support business processes and operational needs
- Collaborate with business and technical stakeholders to gather requirements and drive continuous functional improvements
- Manage and maintain customer cases, queues and assignment rules within Service Cloud
- Monitor, troubleshoot and resolve incidents across customer service channels, including hands-on Salesforce support
- Create, maintain and enhance reports and dashboards for key stakeholders
- Analyse system usage and proactively suggest improvements for both users and the development team
- Administer user accounts, licenses and permissions across Salesforce and related customer service systems
- Act as subject matter expert within fraud-related functionalities, including maintaining product data, configuring features and supporting user testing
The team
You will work in an agile Salesforce team and report to Head of Digital Customer Service & Analytics. You will collaborate closely with developers, product owners and business stakeholders, translating requirements into efficient system configurations while also supporting users in their daily work. Strong communication skills are essential, as the role acts as a bridge between technical and non-technical teams.
To be successful, we believe you have
- A relevant Bachelor’s or Master’s degree, or equivalent practical experience
- Salesforce Administrator certification
- Around 2 years of experience working in a Salesforce environment
- Hands-on experience with Salesforce Service Cloud
- Experience working in agile teams (e.g. Scrum)
- Fluency in English, both spoken and written
- Basic familiarity with GitHub or similar version control tools
- Experience working with CRM platforms or customer service systems (such as Salesforce, Zendesk, HubSpot or similar)
- It is a plus if you have experience in customer service operations or support organisations, as well as exposure to fraud-related processes, fraud detection, or voice-bot and conversational AI configuration
How you work
- You take ownership of your work and are comfortable working proactively in a hands-on role
- You have a structured, analytical mindset and enjoy solving problems
- You adapt well to changing priorities and evolving business needs
- You enjoy collaborating with others and contribute to a supportive, team-oriented environment
Why SAS?
At SAS, we offer extensive opportunities for professional development in an international, fast-paced working environment. We are dedicated to the continuous growth of our employees. Working with us comes with a variety of benefits, including:
- Travel Perks: Enjoy discounted travel opportunities around the world with SAS.
- Health & Wellness: Access to health and wellness benefits, including a newly renovated gym with complimentary classes such as CrossFit and yoga.
- Discounts: Receive discounts from a wide range of brands, as well as on transportation to and from airports, airport shops, hotels, and car rentals.
- Work Environment: Our office location in Frösundavik offers a vibrant workspace with a restaurant, café, and easy access to outdoor activities in Hagaparken and Brunnsviken. Engage in running, tennis, outdoor gym sessions, kayaking, and stand-up paddling with equipment available free of charge.
- Convenient Commute: Benefit from a non-stop bus service connecting our office to Solna station, and commuter trains, alongside a network of cycle paths.
Our culture at SAS
At SAS, we are dedicated to caring for each other, delighting our travelers, and driving the transformation towards sustainable aviation. As a future colleague on our team, you’ll join a culture where we work collaboratively towards common goals, recognize each other's contributions, and celebrate successes. Our focus is on safe, sustainable, and punctual execution, and we are committed to protecting our planet while transforming SAS for the future. This is an empowering workplace where you can thrive, grow, and take ownership of your work. Join us at SAS and be part of shaping the future of aviation!
Additional information
- Deadline for application: 28/01/2026. Please send us your CV and cover letter as soon as possible, as interviews are conducted continuously, and the position may be filled before the application deadline. Note that we are not able to handle any applications that are sent by email, due to GDPR regulations.
- Desired start date: As soon as possible
- Position: Fulltime (100%) starting with a 6-month probation period
- This position is based in Frösundavik, Solna (Stockholm), and you will be expected to work onsite. Remote work may also be an option, depending on the agreement made with your manager.
- A background check will be conducted at the final stage of this recruitment process, as this role is security classified. If you are aware of any specific matters that may come up during this background check, we kindly ask you to be transparent about them during the recruitment process.
If you have any questions regarding the role, please contact recruiting leader Andreas Henning, Head of Digital Customer Service & Analytics, at Andreas.Henning@sas.se
Come and fly with us!
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SAS is Scandinavia's leading airline. For more than 75 years, we have been flying and connecting Scandinavia with the world and the world with Scandinavia. We have always been at the forefront of what is new and scouting the horizon. We have seen the world change, sometimes over a long period of time, and sometimes quite suddenly. Changes that have made us rethink, adapt and build new. We are moving towards a future where change and the need for new thinking is constant. A future of conscious thinking and sustainable innovation.
