Client Support Senior Manager — Hybrid SaaS Leader

MRI Software; Manila; Hybrid; PHP 1,800,000 - 3,000,000; Full time

Benefits offered by this job

Hybrid working arrangement (2 days WFH

HMO coverage with free dependent

Office gyms access (Ortigas/Makati)

20 annual leaves (with cash conversion

Career growth opportunities

Job summary

MRI Software is seeking a Sr. Manager, ClientSupport to lead a team of managers overseeing Software Support Analysts. You will drive performance against benchmarks, handle escalations, recruit, coach, and implement strategic initiatives within your teams.

This role requires strong leadership, extensive experience with ticketing systems, and a customer-focused mindset in a fast-paced, hybrid/remote environment. Location is Ortigas with global SaaS exposure.

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.
• Strong communication and stakeholder management skills.
• Experience with ticketing systems (Salesforce, Zendesk, Freshdesk).
• Ability to work in a fast-paced, customer-focused environment.

Responsibilities

• Manage the performance of teams against client support benchmarks and metrics.
• Take ownership of case escalations and communicate with clients and internal teams.
• Participate in recruiting as hiring manager and interview candidates.
• Conduct regular team and one-on-one meetings to address issues and provide direction.
• Develop and implement tactical plans for strategic initiatives.
• Own internal projects and drive them to completion with cross-departmental participation.
• Perform monthly case quality audits of direct reports.
• Evaluate mid-year and end-of-year performance reviews for direct reports.
• Assist in training plans for direct reports and identify development areas.
• Perform other duties as assigned.

Skills

Team leadership

Coaching

People development

Stakeholder management

Customer escalations

Ticketing systems

Education

Bachelor’s degree

Tools

Salesforce

Zendesk

Freshdesk

Job description

MRI Software is seeking a Sr. Manager, ClientSupport to lead a team of managers overseeing Software Support Analysts. You will drive performance against benchmarks, handle escalations, recruit, coach, and implement strategic initiatives within your teams.

This role requires strong leadership, extensive experience with ticketing systems, and a customer-focused mindset in a fast-paced, hybrid/remote environment. Location is Ortigas with global SaaS exposure.