Customer Support Technology Product Owner

MRI India

Own the technology behind client support at MRI Software, connecting Salesforce, ticketing, chat, telephony, and knowledge platforms end to end.This Product Owner leads the Client & Digital Support product area with high ownership and no direct reports. You will design systems, define priorities, and ship working solutions rather than only managing backlogs. The role spans Salesforce Service Cloud, Agentforce, adjacent support tools, reporting, rollout, documentation, and enablement.Key Responsibilities:
Own support product priorities, roadmap, and outcomesConnect systems across case management and self-serviceInstrument deflection, resolution, CSAT, and agent effortCollaborate with Support, Engineering, IT, and EnablementLead UAT, rollout, documentation, and enablementRequirements:
Deep Salesforce Service Cloud solution design experienceKnowledge of Zendesk, ServiceNow, Intercom, or similarUnderstanding of tiering, escalation, queues, and support operationsProven influence across teams without direct managementPreferred Service Cloud Consultant or Agentforce Specialist certificationUse cross-functional product ownership, support operations expertise, and Salesforce systems design to strengthen MRI Software’s client experience.
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