Client Support Manager, SaaS (Hybrid/Remote)

mrisoftware; Philippines; Hybrid; PHP 1,200,000 - 1,800,000; Full time

Job summary

MRI Software is seeking a Manager, Client Support to lead a team of Software Support Analysts and drive exceptional customer experiences across MRI modules.

You will coach analysts, monitor performance against KPIs, and collaborate with Product, Engineering, and Customer Success teams to improve processes. This role offers hybrid/remote flexibility to support global clients and complex enterprise software solutions.

Qualifications

• Proven experience leading teams in 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.

Responsibilities

• Lead and manage the Client Support team against benchmarks and metrics.
• Participate in the escalation process with clients and other MRI departments to resolve cases.
• Conduct regular team and one-on-one meetings to address issues and set direction.
• Develop and implement tactical plans for strategic initiatives.
• Perform monthly case quality audits of direct reports.
• Evaluate and provide mid-year and end-year performance reviews.
• Assist in implementing training plans and identify development needs.
• Performs other duties as assigned.

Skills

Leadership

Coaching

Customer support experience

Escalation management

Stakeholder management

Communication

Problem solving

Fast-paced environment

Education

Bachelor's degree or equivalent professional experience

Tools

Salesforce

Zendesk

Freshdesk

Job description

MRI Software is seeking a Manager, Client Support to lead a team of Software Support Analysts and drive exceptional customer experiences across MRI modules.

You will coach analysts, monitor performance against KPIs, and collaborate with Product, Engineering, and Customer Success teams to improve processes. This role offers hybrid/remote flexibility to support global clients and complex enterprise software solutions.