Hybrid SaaS Support Manager, PropTech

MRI India; Manila; Hybrid; PHP 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Hybrid work arrangement

HMO coverage with dependents

Gym access (24/7)

20 annual leaves (+ 5 cash credits)

Office location in Ortigas

Job summary

MRI Software in Manila, Philippines is seeking a Manager, Client Support to lead a team of Software Support Analysts responsible for resolving customer inquiries across MRI modules. The role focuses on coaching, performance management, and driving operational excellence in client interactions within a hybrid work model.

You will conduct regular team meetings, participate in escalation processes, and help implement strategic initiatives while ensuring quality service and measurable outcomes.

Qualifications

• Previous supervisory or management experience required.
• Experience in customer support or service delivery is preferred.
• Strong interpersonal and written communication skills.

Responsibilities

• Manage the performance of team against established 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.
• Develop and implement tactical plans for achieving strategic initiatives.
• Perform monthly case quality audits of direct reports and support performance reviews.

Skills

Team leadership

Customer service

Coaching

Time management

Communication skills

Cross-functional collaboration

Job description

MRI Software in Manila, Philippines is seeking a Manager, Client Support to lead a team of Software Support Analysts responsible for resolving customer inquiries across MRI modules. The role focuses on coaching, performance management, and driving operational excellence in client interactions within a hybrid work model.

You will conduct regular team meetings, participate in escalation processes, and help implement strategic initiatives while ensuring quality service and measurable outcomes.