SaaS Client Support Leader: Team Performance & Escalations

MRI Software; Baguio; Hybrid; PHP 1,200,000 - 1,700,000; Full time

Benefits offered by this job

Hybrid/remote flexibility

HMO coverage

20 annual leaves

Office in Ortigas

Gym access

Job summary

MRI Software, a global real estate software provider, seeks a Sr. Manager, Client Support to lead multiple managers overseeing Software Support Analysts.

You will drive performance against benchmarks, own escalations, and coach analysts in a fast-paced, customer-centric environment. The role involves cross-functional collaboration with Product, Engineering, and Customer Success, plus recruiting responsibilities and monthly performance reviews.

Qualifications

• 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.
• Strong communication, problem-solving, and stakeholder management skills.

Responsibilities

• Manage the performance of teams against client support benchmarks and metrics.
• Take ownership of case escalations, including client and internal communication.
• Participate in recruiting as hiring manager and interview candidates.
• Conduct regular team and one-on-one meetings to address issues and guide policy.

Skills

Team leadership

Customer support

Escalation management

Stakeholder management

Hiring interviews

Education

Bachelor's degree

Tools

Salesforce

Zendesk

Freshdesk

Job description

MRI Software, a global real estate software provider, seeks a Sr. Manager, Client Support to lead multiple managers overseeing Software Support Analysts.

You will drive performance against benchmarks, own escalations, and coach analysts in a fast-paced, customer-centric environment. The role involves cross-functional collaboration with Product, Engineering, and Customer Success, plus recruiting responsibilities and monthly performance reviews.