Senior Manager, Client Support

Mri Software; Tocmo; On-site; PHP 600,000 - 800,000; Full time

Job summary

Mri Software, located in Tocmo, Benguet, Philippines, is looking for a Customer Support Team Manager to lead and enhance the performance of support teams. Responsibilities include managing team performance, overseeing case escalations, and developing team capabilities through effective training.

The ideal candidate will have experience in customer support management, along with strong communication and leadership skills. The company promotes a hybrid work environment and values diversity across all backgrounds.

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 team(s) against all established Client Support benchmarks.
• Take ownership of case escalations and manage client communications.
• Conduct regular team meetings with direct reports.

Skills

Leadership

Customer support management

Communication skills

Problem-solving

Stakeholder management

Education

Bachelor’s degree or equivalent professional experience

Tools

Salesforce

Zendesk

Freshdesk

Job description

Responsibilities

• Manage the performance of team(s) 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 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
• Perform 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
• 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.