Senior Manager, Client Support

MRI Software; Philippines; Hybrid; PHP 1,839,362 - 3,065,604; Full time

Job summary

MRI Software is seeking a team leader in the Philippines to manage customer support teams and drive performance. The role involves overseeing case escalations, conducting performance reviews, and ensuring team members achieve KPIs.

Candidates should have experience in a fast-paced, customer-focused environment with a strong emphasis on leadership and development skills. The position offers a customer-centric culture with hybrid/remote working flexibility.

Qualifications

• Proven experience leading teams in a customer support environment.
• Strong leadership, coaching, and people development skills.
• Experience managing customer escalations and operational performance.

Responsibilities

• Manage team performance against Client Support benchmarks.
• Take ownership of case escalations and client communication.
• Conduct regular meetings with direct reports.

Skills

Team management

Leadership

Effective communication

Problem-solving

Stakeholder management

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
• Participate in the recruiting process as hiring manager, interviewing candidates and participating in the decision‑making process
• Conduct regularly scheduled team and one‑on‑one meetings with direct reports to address analyst issues, provide performance updates, and give direction regarding company and department policies and procedures
• Develop and implement tactical plans for achieving strategic initiatives
• Take ownership of internal projects, initiatives, and client issues and drive them to completion, including 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

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 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!