Client Support Leader — Enterprise SaaS (Hybrid)

MRI India; Manila; Hybrid; PHP 1,800,000 - 2,800,000; Full time

Benefits offered by this job

Hybrid work arrangement

HMO coverage

Annual leaves

Tuition reimbursement

Employee referral program

Flexible time off

Job summary

MRI Software in Manila is seeking a Sr. Manager, Client Support to lead a global, high-performing support team delivering exceptional customer experiences.

You will own escalations, drive KPIs, collaborate with Product and Engineering, and mentor analysts while shaping training programs and performance reviews.

Hybrid work arrangement with strong benefits supports work‑life balance and growth opportunities for a diverse team.

Qualifications

• 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.
• Experience working with ticketing systems (e.g., Salesforce, Zendesk, Freshdesk or similar).
• Ability to work in a fast-paced, customer-focused environment.

Responsibilities

• Manage the performance of teams against all established Client Support benchmarks and metrics.
• Take ownership of case escalations, including all client and internal communication.
• Participate in recruiting process as hiring manager, interviewing candidates and participating in decision-making.
• Conduct regular team and one-on-one meetings with direct reports to address issues and provide direction.
• Develop and implement tactical plans for achieving strategic initiatives.
• Own internal projects and drive cross-departmental collaboration to completion.
• Perform monthly case quality audits of direct reports.
• Evaluate mid-year and end-year performance reviews for direct reports.
• Assist in implementing training plans for direct reports and identify development areas.
• Perform other duties as assigned.

Education

Bachelor’s degree or equivalent professional experience

Job description

MRI Software in Manila is seeking a Sr. Manager, Client Support to lead a global, high-performing support team delivering exceptional customer experiences.

You will own escalations, drive KPIs, collaborate with Product and Engineering, and mentor analysts while shaping training programs and performance reviews.

Hybrid work arrangement with strong benefits supports work‑life balance and growth opportunities for a diverse team.