Product Owner, Client – Digital Support

Job not on LinkedIn

🔥 8 minutes ago

🇨🇦 Canada – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

✅ Product Manager

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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MRI Software

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1971

🏗️ Construction

📦 Logistics

🏠 Real Estate

Construction • Logistics • Real Estate

MRI Software is a global provider of real estate technology solutions designed to empower property professionals and communities. The company offers a comprehensive suite of proptech tools tailored for residential and commercial property management, including integrated digital services, energy management, tenant engagement, and lease accounting. MRI Software's solutions aim to simplify property management processes, optimize business performance, and mitigate risk through unified data and business insights. With a focus on innovation, MRI Software connects real estate visionaries with AI-first technology to build thriving communities and facilitate compliance. The company serves a vast client base of over 45,000 clients across 170 countries, supporting diverse sectors such as multifamily housing, office, retail, industrial logistics, and more.

📋 Description

• 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

• 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

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