MRI Software is a leading provider of innovative software solutions for the Global Real Estate industry. We are currently seeking a Sr. Manager, Client Support to join our team! This individual will manage a team of managers that oversee Software Support Analysts who are responsible for responding to and resolving customer inquiries involving MRI Software modules. Management of the team will include measuring the performance of these teams 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. Senior Managers may also participate in the development of strategic initiatives and will be accountable for the tactical implementation of those initiatives within their teams.
Responsibilities:
Manage the performance of teams against all established Client Support benchmarks and metrics
Taking ownership of case escalations, including all client and internal communication
Participates in recruiting process as hiring manager, interviewing candidates and participating in the decision-making process
Conduct regularly scheduled team and one-on-one meetings with your direct reports to address analyst issues, provide updates regarding performance, and give direction regarding company and department policies and procedures
Develop and implement tactical plans for achieving strategic initiatives
Ability to take ownership of internal projects, initiatives, and client issues and drive them to completion. This may include securing cross-departmental participation as needed
Perform monthly case quality audits of direct reports
Evaluate and provide mid-year and end of year performance reviews for direct reports
Assist in implementing training plans for direct reports and identify areas 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 environment
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
Bachelor’s 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
About Us
From the day we opened our doors, MRI Software…