Sr Manager, Client Support

MRI Software; Manila; Hybrid; PHP 1,800,000 - 3,000,000; Full time

Benefits offered by this job

Hybrid working arrangement (2 days WFH

HMO coverage with free dependent

Office gyms access (Ortigas/Makati)

20 annual leaves (with cash conversion

Career growth opportunities

Job summary

MRI Software is seeking a Sr. Manager, ClientSupport to lead a team of managers overseeing Software Support Analysts. You will drive performance against benchmarks, handle escalations, recruit, coach, and implement strategic initiatives within your teams.

This role requires strong leadership, extensive experience with ticketing systems, and a customer-focused mindset in a fast-paced, hybrid/remote environment. Location is Ortigas with global SaaS exposure.

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 and stakeholder management skills.
• Experience with ticketing systems (Salesforce, Zendesk, Freshdesk).
• Ability to work in a fast-paced, customer-focused environment.

Responsibilities

• Manage the performance of teams against client support benchmarks and metrics.
• Take ownership of case escalations and communicate with clients and internal teams.
• Participate in recruiting as hiring manager and interview candidates.
• Conduct regular team and one-on-one meetings to address issues and provide direction.
• Develop and implement tactical plans for strategic initiatives.
• Own internal projects and drive them to completion with cross-departmental participation.
• Perform monthly case quality audits of direct reports.
• Evaluate mid-year and end-of-year performance reviews for direct reports.
• Assist in training plans for direct reports and identify development areas.
• Perform other duties as assigned.

Skills

Team leadership

Coaching

People development

Stakeholder management

Customer escalations

Ticketing systems

Education

Bachelor’s degree

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, ClientSupport to join our team! This individual willmanage a team of managers that oversee Software Support Analysts whoare responsible forresponding 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 alsoparticipatein 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, 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

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 that’s what industry leaders do. Whether you’re joining as a new Pride member or rejoining us after a short time away, your talent is vital to us, our partners and our clients.

**Amazing growth requires amazing employees. Are you up to the challenge?**

We know confidence gap and imposter syndrome can get in the way of meeting remarkable candidates, so please don’t hesitate to apply. We’d love to hear from you!

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!