Application/Software Support Manager

MRI India; Baguio; Híbrido; PHP 1 116 000 - 1 897 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Hybrid/remote flexibility

HMO coverage

Tuition reimbursement

Paid time off

Resumo da oferta

MRI Software is seeking a Manager, Client Support to lead a team of Software Support Analysts responsible for resolving client inquiries across MRI modules. You will drive performance against benchmarks, coach staff, and ensure quality customer experiences.

The role emphasizes cross-functional collaboration with Product, Engineering, and Customer Success, ongoing process improvements, and scalable support operations in a fast-paced SaaS environment.

Qualificações

• Proven experience leading or managing client support teams.
• Experience with escalations and performance metrics.
• Strong communication and stakeholder management skills.
• Familiarity with SaaS and enterprise software support.
• Bachelor’s degree or equivalent professional experience.

Responsabilidades

• Manage team performance against client support benchmarks.
• Handle escalations with clients and other MRI departments.
• Conduct regular one-on-one and team meetings.
• Develop and implement tactical plans for strategic initiatives.
• Perform monthly quality audits and annual reviews.
• Assist in training and development of analysts.

Conhecimentos

Leadership

People management

Customer support

Escalation management

Stakeholder management

Ticketing systems

Communication skills

Coaching

Formação académica

Bachelor’s degree or equivalent

Ferramentas

Salesforce

Zendesk

Freshdesk

Descrição da oferta de emprego

MRI Software is a leading provider of innovative software solutions for the Global Real Estate industry. We are currently seeking a Manager, Client Support to join our team! This individual will manage a team of 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 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 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 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 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 Hybrid Working Arrangement (2 days WFH)
• HMO coverage with free dependent upon hire
• 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 has built flexible, game-changing real estate software that powers thriving communities and helps make the world a better place to live, work and play. Fulfilling that mission is only possible because of one thing: exceptional people. People like you! Our people-first approach to PropTech is defining a new industry standard for client experiences that, quite frankly, can’t be duplicated. Experiences that deliver real value every day. And we know those experiences begin with our people. We believe MRI is more than just a workplace; it’s a connected community of people who truly feel they belong. Whether we’re investing in employee resource groups or providing tailored resources for each person to reach their full potential, we’re passionate about creating a work environment that makes you excited to show up every single day. At MRI, one of our core values is to strive to amaze.From the intelligent solutions we create to the culture we cultivate, that’s our goal every day. Because that’s what industry leaders do.

MRI is proud to be an inclusive employer. We welcome and celebrate diversity across all backgrounds, including ethnicity, religion, sexual orientation, gender identity, disability, age, military, veteran status and more. We believe that Belonging is a direct result of Diversity, Equity, and Inclusion. Those values are woven into the fabric of who we are and are foundational to our continued success.

Perks

• Join our employee-led resource groups to maximize your experience at work.
• Add 16 extra hours to your time off to shorten your workday as part of our Flex at MRI program.
• Utilize 16 hours of paid time to volunteer.
• Know great workers? Our generous employee referral scheme rewards you for bringing in talent.
• Enjoy peace of mind with our regional-specific healthcare benefits for you and your family.
• Big on family? So are we!
• Our Parental Leave and parental support perks allow you to grow your family comfortably as an MRI employee.
• Maintain a fantastic work-life balance with PTO days plus observed holidays.
• Further your professional development and growth with our tuition reimbursement offerings.
• Enjoy the flexibility of working from anywhere in the world for two weeks out of the year.
• And more!

Now, take a glimpse into some of the fun we have here: MRI Software Instagram