Founded by fans, Crunchyroll delivers the art and culture of anime to a passionate community. We super-serve over 100 million anime and manga fans across 200+ countries and territories, and help them connect with the stories and characters they crave. Whether that experience is online or in-person, streaming video, theatrical, games, merchandise, events and more, it’s powered by the anime content we all love.
Join our team, and help us shape the future of anime!
As the Agent Platforms Manager of the CXT Team, you will help strengthen and scale our Salesforce Service Cloud foundation within the broader CX technology stack. You will bring deep Salesforce Service Cloud expertise to enhance platform stability, governance, and release discipline while collaborating closely with teammates across Customer Experience (CX), Product, integrations, self-service, QA, WFM, and data systems. You will understand how Salesforce Service Cloud supports real-world customer support organizations and is comfortable operating at the intersection of administration, automation, and light development.
In the role of Agent Platforms Manager, you will report to the Senior Manager, CX Technology.
We are considering applicants for the location of Dallas, TX.
Core Areas of Responsibility- Service Cloud Systems & Configuration
- Strengthen and support our Service Cloud configuration, including roles, profiles, permission sets, and record-level security (OWD, sharing rules, role hierarchy).
- Configure and maintain case management features, including assignment rules, queues, escalation rules, and auto-response rules.
- Support Omni-Channel routing configuration and capacity management.
- Maintain record types, page layouts, dynamic forms, and Lightning app configurations.
- Partner with CX stakeholders and teammates to translate operational needs into scalable Salesforce solutions.
- Automation & Light Development
- Build and maintain Flows (record-triggered, screen flows, scheduled flows).
- Create and maintain validation rules and approval processes.
- Troubleshoot automation and system errors in collaboration with the broader CXT team.
- Review, test, and occasionally modify simple Apex classes or triggers as needed.
- Collaborate with Engineering for more complex custom development work.
- Cross-Platform Collaboration
- Maintain Crunchyroll's external, customer-facing Experience Cloud help center, including site configuration, user access, knowledge visibility, SEO configuration, Mixpanel reporting, and customer authentication.
- Ensure alignment between the Experience site, Service Cloud case management, and Sierra AI chat to support seamless self-service, case deflection, and escalation workflows.
- Partner with QA and WFM stakeholders to ensure case data, dispositions, and performance metrics flow accurately for quality scoring and forecasting.
- Data Integrity
- Maintain data integrity between Salesforce and our broader data ecosystem, including Sierra, Salesforce, Mixpanel, Playvox, and Rippit, which feed into our data lake.
- Partner with Analytics and Data teams to ensure case, automation, and interaction data is structured, reliable, and analytics-ready.
- Monitor and validate that CX dashboards and reporting outputs function correctly and accurately reflect the underlying data.
- Assist with data hygiene, duplicate management, and ongoing governance efforts.
- Release Support
- Participate in sandbox management and environment refresh cycles.
- Support metadata deployments and structured release processes.
- Contribute to Git-based source control workflows and CI/CD validation practices.
- Assist with deployment testing, code coverage checks, and production release support.
- Maintain clear release documentation and change tracking.
- 5+ years of Salesforce Service Cloud administration experience.
- Direct experience supporting customer support or customer experience organizations.
- Demonstrated experience working with AI-driven CX solutions (chatbots, AI case classification, agent assist, or similar technologies)
- Strong understanding of:
- Case lifecycle management
- Record-level security (OWD, sharing rules, role hierarchy)
- Flow automation
- Omni-Channel configuration
- Self-service architecture and AI agent assistance workflows
- Working knowledge of Apex, HTML, CSS, and vanilla JavaScript (ability to read, troubleshoot, and lightly modify code)
- Familiarity with Salesforce DevOps concepts, sandbox strategy, and CI/CD workflows
- Experience collaborating with cross-functional technical and non-technical stakeholders.
- Experience working with globally distributed teams
- Bachelor's or Master's degree in Computer Science, Engineering, or a related field.
Join Crunchyroll's Customer Experience Technology Team (CXT) and be part of the largest anime streaming provider as we expand our global reach! CXT is crucial in building and maintaining the tech stack used to support our fans and our customer service agents. Our mission is to deliver the next-level anime streaming experience by understanding and anticipating our users' needs and providing them with quick resolution.
Why you will love working at CrunchyrollIn addition to getting to work with fun, passionate and inspired colleagues, you will also enjoy the following benefits and perks:
- Receive a great compensation package including salary plus performance bonus earning potential, paid annually.
- Flexible time off policies allowing you to take the time you need to be your whole self.
- Generous medical, dental, vision, STD, LTD, and life insurance
- Health Saving Account HSA program
- Health care and dependent care FSA
- 401(k) plan, with employer match
- Employer paid commuter benefit
- Support program for new parents
- Pet insurance and some of our offices are pet friendly!
#LifeAtCrunchyroll #LI-Hybrid
We want to be everything for someone rather than something for everyone and we do this by living and modeling our values in all that we do. We value
Courage. We believe that when we overcome fear, we enable our best selves.
Curiosity. We are curious, which is the gateway to empathy, inclusion, and understanding.
- Kaizen. We have a growth mindset committed to constant forward progress.
Service. We serve our community with humility, enabling joy and belonging for others.
Our mission of helping people belong reflects our commitment to diversity & inclusion. It's just the way we do business.
We are an equal opportunity employer and value diversity at Crunchyroll. Pursuant to applicable law, we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Crunchyroll, LLC is an independently operated joint venture between US-based Sony Pictures Entertainment, and Japan's Aniplex, a subsidiary of Sony Music Entertainment (Japan) Inc., both subsidiaries of Tokyo-based Sony Group Corporation.
Questions about Crunchyroll’s hiring process? Please check out our Hiring FAQs: https://help.crunchyroll.com/hc/en-us/articles/360040471712-Crunchyroll-Hiring-FAQs
Please refer to our Candidate Privacy Policy for more information about how we process your personal information, and your data protection rights: https://tbcdn.talentbrew.com/company/22978/v1_0/docs/spe-jobs-privacy-policy-update-for-crpa-dec-21-22.pdf
Please beware of recent scams to online job seekers. Those applying to our job openings will only be contacted directly from @crunchyroll.com email account.
Skills Required
- 5+ years of Salesforce Service Cloud administration experience
- Direct experience supporting customer support or customer experience organizations
- Demonstrated experience with AI-driven CX solutions (chatbots, AI case classification, agent assist)
- Strong understanding of case lifecycle management
- Strong understanding of record-level security (OWD, sharing rules, role hierarchy)
- Strong understanding of Flow automation (record-triggered, screen, scheduled flows)
- Strong understanding of Omni-Channel configuration and capacity management
- Working knowledge of Apex, HTML, CSS, and vanilla JavaScript (ability to read, troubleshoot, and lightly modify code)
- Familiarity with Salesforce DevOps concepts, sandbox strategy, and CI/CD workflows
- Experience collaborating with cross-functional technical and non-technical stakeholders
- Experience working with globally distributed teams
- Bachelor's or Master's degree in Computer Science, Engineering, or a related field
What the Team is Saying
Crunchyroll Compensation & Benefits Highlights
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Healthcare Strength — Public materials outline medical, dental and vision coverage with mental‑health support, HSA/FSA options, EAP access, and even pet insurance in some offices. Feedback suggests wellness initiatives and on‑site gym or classes in certain locations further bolster the health offering.
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Retirement Support — A 401(k) with employer match is advertised, and feedback suggests the match can be notable alongside performance bonuses. Together these elements provide meaningful retirement backing with additional financial incentives.
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Leave & Time Off Breadth — A flexible "use what you need" time‑off policy is highlighted alongside paid holidays, paid sick leave, and paid volunteer time. Feedback suggests hybrid/WFH flexibility also contributes to overall time‑off usability.
Crunchyroll Insights
What We Do
At Crunchyroll, we deliver what anime fans love—anytime, anywhere. With the world’s largest anime streaming library, we connect fans to the stories, characters, and creators they love. But Crunchyroll is more than just a destination to watch anime—it's a global ecosystem where anime lives and breathes beyond the screen. From streaming and theatrical releases to merch, games, news, events, and music, we offer fans immersive experiences that celebrate anime culture in all its forms. Headquartered in the U.S. with teams and reach across the globe, Crunchyroll is an independently operated joint venture between Sony Pictures Entertainment and Aniplex of Japan. This unique partnership gives us the power to scale globally while staying rooted in anime’s cultural origins, ensuring authenticity and access for fans everywhere. We believe anime is more than entertainment—it’s a way of life. And we’re here to champion that passion every day.
Why Work With Us
We take the People Experience seriously here at Crunchyroll. Join a diverse team of talented, ambitious people who treat each other well and believe that how we win is just as important as winning.
Gallery
Crunchyroll Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Three in-person days per week. Tuesdays, Wednesdays, and Thursdays are the company-wide days for ALL team members to be in the office, and individuals may choose to come in more if they please.
