Product Owner, Client – Digital Support

MRI Software

. Own the client and digital support product area, including roadmap, priorities, and outcomes across case management, self-service, knowledge, and AI-assisted deflection .

Posted 10/28/2026full-timeRemote • CanadaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates deep expertise in Salesforce Service Cloud configuration and solution design, with a strong ability to lead product development and integration efforts across various support tools. Proven track record in driving cross-functional collaboration and achieving measurable outcomes in client and digital support environments.

Highest-signal resume keywords

Salesforce Service Cloud ConfigurationClaude Code DevelopmentCross-Functional CollaborationAI-Assisted Deflection ImplementationSalesforce Certifications

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Salesforce Service CloudApexLWCAgentforceKnowledge ManagementIntegration DesignUAT LeadershipProduct Roadmap ManagementDeflection Capability TuningSupport Operations Understanding

Soft Skills

AutonomyAdaptabilityCollaborationProblem-SolvingCommunication

Tools & Technologies

ZendeskServiceNowIntercomFreshdeskJira Service ManagementSalesforce KnowledgeElevioConfluenceCTI/TelephonyChat Deployment

Certifications & Qualifications

Salesforce Service Cloud ConsultantAgentforce Specialist

Industry Keywords

B2B SaaS SupportSupport Organization OperationsEscalation PathsQueue DesignOffshore Models

Tech Stack

Tools & technologies

CloudServiceNow

About the role

Key responsibilities & impact

Own the client and digital support product area, including roadmap, priorities, and outcomes across case management, self-service, knowledge, and AI-assisted deflection
Configure, prototype, and ship functionality in Salesforce Service Cloud, Agentforce, Flows, LWC, Apex, and adjacent tools
Use Claude Code and other AI development platforms to move from idea to deployed functionality quickly
Design integrations among Salesforce, ticketing/helpdesk tools, knowledge bases, chat, and telephony
Build and tune agentic and deflection capabilities using real knowledge sources
Measure containment, accuracy, escalation quality, deflection, time to resolution, first-contact resolution, CSAT, and agent effort
Partner with Support leadership, Engineering, IT, Enablement, and client-facing business teams
Lead UAT, rollout, documentation, and enablement
Work as an individual contributor with high autonomy and no direct reports

Requirements

What you’ll need

Deep, hands-on Salesforce expertise, with Service Cloud configuration and solution design depth
Working knowledge of Zendesk, ServiceNow, Intercom, Freshdesk, Jira Service Management, or similar support tools
Demonstrated experience shipping code and products using Claude Code or comparable AI development platforms
Understanding of support organization operations, including tiering, escalation paths, queue design, knowledge management, and offshore/follow-the-sun models
Proven cross-functional track record driving work through teams and achieving adoption
Comfort operating as an individual contributor with ambiguity and end-to-end ownership
Salesforce certifications are preferred, especially Service Cloud Consultant and Agentforce Specialist; equivalent demonstrated experience is acceptable
Experience implementing Agentforce, Einstein, or comparable AI agents in a live support environment is preferred
Knowledge platform experience with Salesforce Knowledge, Elevio, Zendesk Guide, or Confluence is preferred
Familiarity with CTI/telephony, chat, and community/portal deployments is preferred
Exposure to B2B SaaS support at scale is preferred

Benefits

Comp & perks

Inclusive employer committed to diversity, equity, and inclusion
Employee resource groups
Tailored resources for employee growth and development
People-first, belonging-focused work environment