Senior Manager, Client Support

MRI Software; Baguio; On-site; PHP 500,000 - 800,000; Full time

Job summary

MRI Software is looking for a leader in customer support based in Baguio, Philippines. In this role, you will manage the performance of teams, ensure exceptional customer experiences, and lead initiatives for operational efficiency.

The ideal candidate will have proven experience in a customer support environment, strong leadership skills, and the ability to handle customer escalations effectively. This position offers hybrid working flexibility and a focus on continuous improvement.

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.

Responsibilities

• Manage the performance of teams against established benchmarks.
• Own case escalations and client communications.
• Conduct team and one-on-one meetings regularly.

Skills

Leadership

Customer support management

Communication

Problem-solving

Education

Bachelor’s degree or equivalent professional experience

Tools

Salesforce

Zendesk

Freshdesk

Job description

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, interviewingcandidatesandparticipatingin the decision-making process
• Conduct regularly scheduled team and one-on-one meetings with your direct reports to address analyst issues, provide updatesregardingperformance, and give directionregardingcompany 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
• Assistin implementing training plans for direct reports andidentifyareas 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 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 (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

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!