Senior Client Support Leader - Hybrid, SaaS Growth

mrisoftware; Manila; Hybrid; PHP 1,200,000 - 2,400,000; Full time

Benefits offered by this job

Hybrid Working Arrangement (2 days WFH

HMO coverage with dependents

Gym access (Ortigas/Makati)

20 annual leaves

Job summary

MRI Software, a global SaaS real estate software leader, seeks a Sr. Manager, Client Support to lead multiple teams of managers and analysts.

You will own performance against benchmarks, manage escalations, participate in recruiting, and coach analysts toward higher quality customer experiences across global clients. This role emphasizes cross-functional collaboration with Product, Engineering, and Customer Success, and supports a hybrid/remote work setup with an Ortigas office option in the

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.
• Experience working with ticketing systems (Salesforce, Zendesk, Freshdesk or similar).
• Ability to work in a fast-paced, customer-focused environment.

Responsibilities

• Manage the performance of teams against all established Client Support benchmarks and metrics.
• Taking ownership of case escalations, including all client and internal communication.
• Participates in recruiting process as hiring manager, interviewing candidates and participating in the decision-making process.
• 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.
• Ability to take ownership of internal projects, initiatives, and client issues and drive them to completion. This may include securing cross-departmental participation as needed
• 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

Escalations management

Stakeholder management

Communication

Problem solving

Education

Bachelor's degree or equivalent

Tools

Salesforce

Zendesk

Freshdesk

Job description

MRI Software, a global SaaS real estate software leader, seeks a Sr. Manager, Client Support to lead multiple teams of managers and analysts.

You will own performance against benchmarks, manage escalations, participate in recruiting, and coach analysts toward higher quality customer experiences across global clients. This role emphasizes cross-functional collaboration with Product, Engineering, and Customer Success, and supports a hybrid/remote work setup with an Ortigas office option in the