Hybrid-Remote SaaS Client Support Leader

MRI Software; Baguio; Hybrid; PHP 1.200.000 - 2.400.000; Vollzeit

Benefits dieser Stelle

Hybrid working arrangement

HMO coverage for dependents

20 days annual leaves

Additional benefits

Zusammenfassung

MRI Software is seeking a Manager, ClientSupport to lead a team of Software Support Analysts handling customer inquiries related to MRI Software modules. You will guide performance, provide coaching, and drive quality interactions while coordinating with Product, Engineering, and Customer Success teams to deliver exceptional service.

The role supports a fast-paced, global SaaS environment with hybrid/remote flexibility, focusing on people development and process improvement to achieve high

Qualifikationen

• 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.

Aufgaben

• Manage the performance of the team against Client Support benchmarks and metrics.
• Participate in escalation processes with clients and MRI departments to resolve cases.
• Conduct regular team and one-on-one meetings to address issues and provide guidance on policies.
• Develop and implement tactical plans to achieve strategic initiatives.
• Perform monthly case quality audits of direct reports and provide mid-year/end-year reviews.
• Assist in implementing training plans and identify areas for analyst development.

Kenntnisse

Team leadership

People development

Customer support

Escalation management

Stakeholder management

Communication

Ausbildung

Bachelor's degree

Tools

Salesforce

Zendesk

Freshdesk

Jobbeschreibung

MRI Software is seeking a Manager, ClientSupport to lead a team of Software Support Analysts handling customer inquiries related to MRI Software modules. You will guide performance, provide coaching, and drive quality interactions while coordinating with Product, Engineering, and Customer Success teams to deliver exceptional service.

The role supports a fast-paced, global SaaS environment with hybrid/remote flexibility, focusing on people development and process improvement to achieve high