Support is where clients decide whether they trust us. The systems behind it — Salesforce Service Cloud, Agentforce, our knowledge platforms, chat, telephony, and the ticketing tools our teams actually live in — determine whether that experience feels effortless or exhausting. We're hiring a Product Owner for Client & Digital Support who owns that stack end to end.

You will write the requirements and ship the thing: configuring, prototyping, and coding directly in the platforms, using AI coding tools as your primary leverage. You'll work as an individual contributor with real autonomy — no direct reports, high ownership, and a direct line to the support leaders whose teams depend on what you build. Own the client and digital support product area — roadmap, priorities, and outcomes across case management, self-service, knowledge, and AI-assisted deflection.

Prototype and ship working functionality in Salesforce (Service Cloud, Agentforce, Flows, LWC, Apex) and adjacent tools, using Claude Code and other AI development platforms to move from idea to deployed in days, not quarters. Map how Salesforce, the ticketing/helpdesk layer, knowledge bases, chat, and telephony hand off to one another — and close the seams where client experience breaks. Make AI useful in support. measure containment, accuracy, and escalation quality honestly rather than optimistically.

Partner with Support leadership, Engineering, IT, Enablement, and the client-facing business to agree on what's worth building and get it adopted after launch. Deep, hands-on Salesforce expertise — Service Cloud at a minimum, with real configuration and solution design depth (not just "worked adjacent to Salesforce"). Working knowledge of the broader support tooling landscape — Zendesk, ServiceNow, Intercom, Freshdesk,



Jira Service Management or similar — and a clear point of view on how these integrate with and complement a Salesforce core.

Demonstrated experience shipping code and products using Claude Code or comparable AI development platforms. We will ask you to walk us through what you built, what the AI did, what you did, and how you verified it was correct. Genuine understanding of how a support organization operates — tiering, escalation paths, queue design, knowledge management, offshore/follow-the-sun models — and how the systems reinforce or undermine it.

Preferred

Salesforce certifications — Service Cloud Consultant and Agentforce Specialist especially.

Experience implementing Agentforce, Einstein, or comparable AI agents in a live support workplace. Knowledge platform experience (Salesforce Knowledge, Elevio, Zendesk Guide, Confluence). Familiarity with CTI/telephony, chat, and community/portal deployments.

Exposure to B2B SaaS support at scale. Shipping fast and being careful are not in tension here; From the day we opened our doors, MRI Software has built flexible, game-changing real estate software that powers thriving communities and helps make the world a better place to live, work and play. it’s a connected community of people who truly feel they belong. Add 16 extra hours to your time off to shorten your workday as part of our Flex at MRI program.

Utilize 16 hours of paid time to volunteer.

Our Parental

Leave and parental support perks allow you to grow your family comfortably as an MRI employee. Maintain a fantastic work-life balance with PTO days plus observed holidays. Further your professional development and growth with our tuition reimbursement offerings. We welcome and celebrate diversity across all backgrounds, including ethnicity, religion, sexual orientation, gender identity, disability, age, military, veteran status and more. MRI Software Instagram #

📌 Product Owner, Client & Digital Support (Winnipeg)
🏢 MRI India
📍 Winnipeg