Sr Manager, Client Support

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 is a leading provider of innovative software solutions for the Global Real Estate industry. We are currently seeking a Sr. Manager, Client Support to join our team! This individual will manage a team of managers that oversee Software Support Analysts who are responsible for responding to and resolving customer inquiries involving MRI Software modules. Management of the team will include measuring the performance of these teams against established benchmarks, ensuring all client interactions are handled in an efficient and quality focused manner, and providing coaching and feedback to improve Analyst performance. Senior Managers may also participate in the development of strategic initiatives and will be accountable for the tactical implementation of those initiatives within their teams.

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

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

Benefits

• Career growth opportunities in a diverse and supportive work environment.
• Competitive Salary Package
• Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
• Hybrid Working Arrangement (2 days WFH)
• HMO coverage with free dependent upon hire.
• Free 24/7 access to our office gyms (Ortigas and Makati)
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Plus, additional benefits

About Us

From the day we opened our doors, MRI Software has built flexible, game-changing real estate software that powers thriving communities and helps make the world a better place to live, work and play. Fulfilling that mission is only possible because of one thing: exceptional people. People like you!

Our people-first approach to PropTech is defining a new industry standard for client experiences that, quite frankly, can't be duplicated. Experiences that deliver real value every day. And we know those experiences begin with our people.

We believe MRI is more than just a workplace; it's a connected community of people who truly feel they belong. Whether we're investing in employee resource groups or providing tailored resources for each person to reach their full potential, we're passionate about creating a work environment that makes you excited to show up every single day.

At MRI, one of our core values is to strive to amaze. From the intelligent solutions we create to the culture we cultivate, that’s our goal every day. Because t