Manager, Client Support (Property Management)

Mri Software; Manila; On-site; PHP 900,000 - 1,700,000; Full time

Benefits offered by this job

Career growth opportunities

Hybrid Working Arrangement

HMO coverage with free dependent

Free gym access

20 annual leaves

Plus, additional benefits

Job summary

MRI Software, a leading provider of real estate software, seeks a Manager, Client Support to lead a team of Software Support Analysts in Ortigas. You will drive performance against benchmarks, handle escalations with clients and other departments, and coach staff to improve service quality and response times.

In this hybrid role (2 days WFH), you will implement tactical plans, conduct monthly quality audits, oversee performance reviews, and partner with training to develop analysts.

Qualifications

• Previous supervisory or managerial experience
• Customer service experience preferred
• Inbound support center experience preferred

Responsibilities

• Manage the performance of the team against established Client Support 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 analyst issues and provide direction
• Develop and implement tactical plans for achieving strategic initiatives
• Perform monthly case quality audits of direct reports
• Evaluate and provide mid-year and end-year performance reviews for direct reports

Skills

Leadership

Coaching

Communication

Time management

Problem solving

Teamwork

Job description

MRI Software is a leading provider of innovative software solutions for the Global Real Estate industry. We are currently seeking a Manager, Client Support to join our team! This individual will manage a team of Software Support Analysts who are responsible for responding to and resolving customer inquiries involving MRI Software modules. Management of the team will include measuring the performance of Analysts against established benchmarks, ensuring all client interactions are handled in an efficient and quality focused manner, and providing coaching and feedback to improve Analyst performance. Client Support Managers may also participate in the development of strategic initiatives and will be accountable for the tactical implementation of those initiatives within their teams.

Essential Functions

• Manage the performance of team against all established Client Support benchmarks and metrics
• Participate in the escalation process including working with clients and other MRI departments to resolve client cases
• Conduct regularly scheduled team and one-on-one meetings with your direct reports to address analyst issues, provide updates regarding performance, and give direction regarding company and department policies and procedures
• Develop and implement tactical plans for achieving strategic initiatives
• Perform monthly case quality audits of direct reports
• Evaluate and provide mid-year and end of year performance reviews for direct reports
• Assist in implementing training plans for direct reports and identify areas for analyst development
• Performs other duties and responsibilities as assigned

Knowledge, Skills, Abilities

• Excellent interpersonal and professional communication skills, both verbal and written
• Strong time management and organizational skills
• Proven ability to lead a team to achieve operational goals
• Excellent analytical, problem solving, leadership, and coaching skills
• Ability to work as a member of a team and cross-functionally

Training & Experience

• Previous supervisory or management experience required
• Customer service experience preferred
• Inbound support center experience preferred

Benefts

• Career growth opportunities in a diverse and supportive work environment.
• Competitive Salary Package
• Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
• Hybrid Working Arrangement (2 days WFH)
• HMO coverage with free dependent upon hire.
• Free 24/7 access to our office gyms (Ortigas and Makati)
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Plus, additional benefits

About Us

From the day we opened our doors, MRI Software has built flexible, game-changing real estate software that powers thriving communities and helps make the world a better place to live, work and play. Fulfilling that mission is only possible because of one thing: exceptional people. People like you!

Our people-first approach to PropTech is defining a new industry standard for client experiences that, quite frankly, can’t be duplicated. Experiences that deliver real value every day. And we know those experiences begin with our people.

We believe MRI is more than just a workplace; it’s a connected community of people who truly feel they belong. Whether we’re investing in employee resource groups or providing tailored resources for each person to reach their full potential, we’re passionate about creating a work environment that makes you excited to show up every single day.

At MRI, one of our core values is to stride to amaze. From the intelligent solutions we create to the culture we cultivate, that’s our goal every day. Because that’s what industry leaders do. Whether you’re joining as a new Pride member or rejoining us after a short time away, your talent is vital to us, our partners and our clients.

Amazing growth requires amazing employees. Are you up to the challenge?

MRI is proud to be an inclusive employer. We welcome and celebrate diversity across all backgrounds, including ethnicity, religion, sexual orientation, gender identity, disability, age, military, veteran status and more.

We believe that Belonging is a direct result of Diversity, Equity, and Inclusion. Those values are woven into the fabric of who we are and are foundational to our continued success. Come and see for yourself.