Product Owner, Client & Digital Support (Salesforce/AI)

Location: Canada Remote

Company

hirify.global develops real estate software and PropTech solutions for communities, property businesses, and client experiences.

What you will do

• Own the roadmap, priorities, and outcomes for client and digital support across case management, self-service, knowledge, and AI-assisted deflection.
• Configure, prototype, code, and ship functionality in Salesforce Service Cloud, Agentforce, Flows, LWC, Apex, and adjacent tools, using Claude Code and other AI development platforms.
• Design integrations and handoffs between Salesforce, ticketing and helpdesk tools, knowledge bases, chat, and telephony.
• Build and tune AI agent and deflection capabilities using real knowledge sources, measuring containment, accuracy, and escalation quality.
• Partner with Support leadership, Engineering, IT, Enablement, and client-facing teams to prioritize work and drive adoption.
• Define and report on deflection, time to resolution, first-contact resolution, CSAT, and agent effort; lead UAT, rollout, documentation, and enablement.

Requirements

• Deep hands-on Salesforce expertise, including at least Service Cloud, with real configuration and solution design experience.
• Working knowledge of support tools such as Zendesk, ServiceNow, Intercom, Freshdesk, Jira Service Management, or similar, with an understanding of their integration with Salesforce.
• Demonstrated experience shipping code and products using Claude Code or comparable AI development platforms, including the ability to explain the build, AI contribution, personal contribution, and verification process.
• Genuine understanding of support operations, including tiering, escalation paths, queue design, knowledge management, and offshore or follow-the-sun models.
• Proven cross-functional experience driving work through teams without direct management authority and achieving adoption.
• Comfort working as an individual contributor in an ambiguous environment and owning outcomes end to end.

Nice to have

• Salesforce certifications, 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.
• Experience with knowledge platforms such as Salesforce Knowledge, Elevio, Zendesk Guide, or Confluence.
• Familiarity with CTI or telephony, chat, and community or portal deployments.
• Exposure to B2B SaaS support at scale.

Culture & Benefits

• Remote full-time role based in Canada.
• AI tooling is expected to be used aggressively and responsibly for faster prototyping and thorough testing.
• Work emphasizes rigorous verification of AI-generated output before it reaches clients.
• People-first, inclusive, and community-oriented workplace with a focus on belonging, diversity, equity, and inclusion.
• Employee resource groups and tailored resources for professional growth are supported.