BESTSECRET is the leading European online destination for premium and luxury off-price fashion. The Group offers its members in 27 countries across Europe a superior brand portfolio complemented by a high-end shopping experience. At the same time, BESTSECRET enables its brand partners to clear overstock at scale with minimum visibility and maximum brand equity protection.

The unique business model is based on its closed character with an invitation-only customer membership, longstanding brand partner and customer relationships, combined with a tech-focused mindset. BESTSECRET has a strong track record of profitable growth over many years. It generated preliminary revenues of approx.

EUR 1,415 million in 2024 and employs around 2,300 people from over 90 nations. The Group draws on a heritage of 100 years in the textile and fashion industry and today is owned by Permira Funds and the founding families Schustermann and Borenstein.

Your Responsibilitie

Develop, maintain, and optimize Salesforce Service Cloud, including case management, email-to-case and automation flow

Build and enhance Apex classes, triggers, Lightning Web Components, and integrations supporting customer service processe

Design, implement, and troubleshoot complex Salesforce flows (validation rules, page layouts, formula fields, assignment & escalation rules

Manage users, profiles, permission sets, roles, and security setting

Configure omnichannel routing, skills, presence statuses, and queue

Support our call center infrastructure, including telephony routing, IVR logic, agent setup, and voice integratio





Collaborate with Customer Service Operations to translate business needs into scalable solution

Explore AI-driven tools for automation, routing intelligence, and productivity enhancement

Monitor system performance, resolve incidents, maintain documentation, and support technical escalation

Participate in rollout projects for new tools, features, and integration

Your Qualificati ons Must

Have Hands-on experience with Salesforce Service Cloud (admin or develo per).Proficient in Apex, LWC, Salesforce flows (complex logic & error handling), email-to-case, and case routing automa tion.Basic knowledge of omnichannel routing and skill-based work distribu tion.Familiarity with telephony/CTI systems and API integrations (REST/S

OAP).Understanding of AI applications for customer ser vice.Proficiency with reports, dashboards, SOQL, Data Loader, and Workb ench.Strong problem-solving, analytical, and communication skills; ability to work with technical and non-technical stakehol

Nice t o Have Salesforce certifications (admin, platform app builder, platform develo per I).Experience with Service Cloud Voice, Experience Cloud, CI/CD tools (Gearset, Copado, Git workflows), monitoring/logging, or generat ive AI.Background in customer service operations or support t ooling.

At BESTSECRET, diversity isn't just a trend – it's our professional philosophy. We are dedicated to cultivating an inclusive workplace where everyone's unique talents and backgrounds are celebrated. Applicants from all backgrounds, experiences and perspectives are welcome to join us in our mission towards a more vibrant and inclusive future.

📌 System Engineer - Customer Service Infrastructure (all genders) (Madrid)
🏢 BestSecret Group
📍 Madrid