Operations Manager

MRI Software; Tili; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

MRI Software is seeking a Manager, Client Support to lead a team of Software Support Analysts responsible for responding to and resolving customer inquiries across MRI Software modules. You will drive performance against benchmarks, coach analysts, and ensure consistently high-quality interactions.

The role involves guiding escalation processes, collaborating with Product, Engineering, and Customer Success, and implementing tactical plans to achieve strategic initiatives.

Qualifications

• Proven experience leading or managing teams in 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 with ticketing systems such as Salesforce, Zendesk or Freshdesk.
• Ability to work in a fast-paced, customer-focused 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 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.

Skills

People leadership

Coaching

Stakeholder management

Customer escalations

Communication

Problem solving

Education

Bachelor's degree in relevant field

Tools

Salesforce

Zendesk

Freshdesk

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.

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:

Essential:

• 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

Desirable:

• 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