Manager, Client Support

MRI Software is a leading provider of innovative software solutions for the Global Real Estate industry. We are currently seeking aManager ClientSupportto join our team! This individual willmanage a team of Software Support Analysts whoare responsible forresponding to and resolving customer inquiries involving MRI Software modules. Management of the team will include measuring the performance of Analysts against established benchmarks ensuring all client interactions are handled in an efficient and quality focused manner and providing coaching and feedback to improve Analyst performance. Client Support Managers may alsoparticipatein the development of strategic initiatives and will be accountable for the tactical implementation of those initiatives within their teams.

Responsibilities:

• Manage the performance of team against all established Client Support benchmarks and metrics

• Participate in the escalation process including working with clients and other MRI departments to resolve client cases

• Conduct regularly scheduled team and one-on-one meetings with your direct reports to address analyst issues provide updatesregardingperformance and give directionregardingcompany and department policies and procedures

• Develop and implement tactical plans for achieving strategic initiatives

• Perform monthly case quality audits of direct reports

• Evaluate and provide mid-year and end of year performance reviews for direct reports

• Assistin implementing training plans for direct reports andidentifyareas for analyst development

• Performs other duties and responsibilities as assigned

What Success Looks Like

• A high-performing engaged support team delivering exceptional customer experiences

• Achievement of team KPIs including SLA adherence customer satisfaction quality and case resolution targets

• Effective management of customer escalations with positive outcomes and strong stakeholder collaboration

• Continuous improvement of support processes team capability and operational efficiency

• Strong cross-functional partnerships with Product Engineering and Customer Success teams

Requirements:

Essential:

• Proven experience leading or managing teams in a customer support

• Strong leadership coaching and people development skills

• Experience managing customer escalations and operational performance

• Strong communication problem-solving and stakeholder management skills

• Experience working with ticketing systems (e.g. Salesforce Zendesk Freshdesk or similar)

• Ability to work in a fast-paced customer-focused environment

Desirable:

• Inbound support center experience preferred

• Experience in a B2B SaaS or enterprise software environment

• Understanding of support KPIs SLAs and service operations frameworks

• Experience working cross-functionally with Product and Engineering teams

• Bachelors degree or equivalent professional experience

Work Environment

• Fast-paced global SaaS support environment

• Collaborative cross-functional team culture

• Customer-centric and performance-driven organisation

• Hybrid/remote working flexibility (subject to business needs)

• Exposure to global clients and complex enterprise software solutions

Benefits

• Career growth opportunities in a diverse and supportive work environment.
• Competitive Salary Package
• Prime office location in Ortigas (Easy access to MRT stations restaurants and banks)
• Hybrid Working Arrangement (2 days WFH)
• HMO coverage with free dependent upon hire.
• Free 24/7 access to our office gyms (Ortigas and Makati)
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Plus additional benefits