Operations Manager

MRI India; Baguio; On-site; PHP 900,000 - 1,300,000; Full time

Benefits offered by this job

Flexible PTO

Remote-friendly

Healthcare benefits

Tuition reimbursement

Employee resource groups

Job summary

MRI Software in the Philippines (Baguio) is seeking a Sr. Manager, Customer Support to lead a high‑performing team delivering exceptional client experiences.

You will drive performance against KPIs, mentor analysts, manage client escalations with cross‑functional partners, and implement training programs and process improvements in a fast‑paced, enterprise SaaS environment. The role offers hybrid/remote options and a strong emphasis on development and growth.

Qualifications

• Bachelor’s degree or equivalent professional experience.
• Proven experience leading teams in customer support.
• Experience with ticketing systems (Salesforce, Zendesk, Freshdesk).
• Strong communication and stakeholder management.
• Experience in a B2B SaaS or enterprise software environment.

Responsibilities

• Manage the performance of the 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 direct reports 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 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.

Skills

Team leadership

Coaching & development

Customer escalations

Stakeholder management

Communication skills

B2B SaaS experience

Education

Bachelor’s degree or equivalent professional experience

Tools

Salesforce

Zendesk

Freshdesk

Job description

Responsibilities

• 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

What Success Looks Like

• A high-performing, engaged support team delivering exceptional customer experiences
• Achievement of team KPIs including SLA adherence, customer satisfaction, quality, and case resolution targets
• Effective management of customer escalations with positive outcomes and strong stakeholder collaboration
• Continuous improvement of support processes, team capability, and operational efficiency
• Strong cross-functional partnerships with Product, Engineering, and Customer Success teams

Requirements

• Proven experience leading or managing teams in a 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
• Inbound support center experience preferred
• Experience in a B2B SaaS or enterprise software environment
• Understanding of support KPIs, SLAs, and service operations frameworks
• Experience working cross-functionally with Product and Engineering teams
• Bachelor’s degree or equivalent professional experience

Work Environment

• Fast-paced, global SaaS support environment
• Collaborative, cross-functional team culture
• Customer-centric and performance-driven organisation
• Hybrid/remote working flexibility (subject to business needs)
• Exposure to global clients and complex enterprise software solutions

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 strive 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! At MRI, our company culture is more than a talking point – it’s what makes us shine!

We value your hard work and encourage you to be your whole self while you do it. Passion, integrity, and inclusion mixed with a healthy dose of fun is what makes us the right fit for your next career move! We’re completely dedicated to making this the best job you’ve ever had! We want our teams to love working here, so we’ve created some incredible perks for you to enjoy:

Benefits

• Join our employee-led resource groups to maximize your experience at work.
• Add 16 extra hours to your time off to shorten your workday as part of our Flex at MRI program.
• Utilize 16 hours of paid time to volunteer.
• Know great workers? Our generous employee referral scheme rewards you for bringing in talent.
• Enjoy peace of mind with our regional-specific healthcare benefits for you and your family.
• Big on family? So are we!
• Our Parental Leave and parental support perks allow you to grow your family comfortably as an MRI employee.
• Maintain a fantastic work-life balance with PTO days plus observed holidays.
• Further your professional development and growth with our tuition reimbursement offerings.
• Enjoy the flexibility of working from anywhere in the world for two weeks out of the year.
• And more!

Now, take a glimpse into some of the fun we have here: MRI Software Instagram