Sr Manager, Client Support

MRI Software; Tili; On-site; PHP 1,600,000 - 2,400,000; Full time

Benefits offered by this job

Prime Ortigas office location

HMO coverage with dependent

Free 24/7 gym access (Ortigas & Makati

2 days WFH

20 annual leaves

Job summary

MRI Software is seeking a Sr. Manager, Client Support to lead a team of managers overseeing Software Support Analysts across MRI Software modules. The role focuses on driving performance, coaching, and delivering high-quality client support.

You will collaborate with Product, Engineering, and Customer Success, manage escalations, and participate in strategic initiatives to improve client outcomes and operational effectiveness.

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.
• Experience working with ticketing systems (Salesforce, Zendesk, Freshdesk).
• Experience in a B2B SaaS or enterprise software environment.

Responsibilities

• Manage performance of client support teams against benchmarks.
• Own case escalations and client communication.
• Participate in recruiting and interviewing for hires.
• Lead regular team and one-on-one meetings to address issues and policy updates.
• Develop and implement tactical plans to achieve strategic initiatives.
• Drive internal projects and cross-department collaboration to resolution.
• Conduct monthly quality audits of direct reports.
• Provide mid-year and end-year performance reviews.
• Assist in training plans and analyst development.
• Perform other duties as assigned.

Skills

Leadership

Coaching

People development

Stakeholder management

Communication

Problem solving

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, 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
• 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
• 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
• 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