Support Operations Lead: Build a KPI-Driven Team

MRI India; Baguio; Hybrid; PHP 900,000 - 1,300,000; Full time

Benefits offered by this job

Flexible PTO

Remote-friendly

Healthcare benefits

Tuition reimbursement

Employee resource groups

Job summary

MRI Software in the Philippines (Baguio) is seeking a Sr. Manager, Customer Support to lead a high‑performing team delivering exceptional client experiences.

You will drive performance against KPIs, mentor analysts, manage client escalations with cross‑functional partners, and implement training programs and process improvements in a fast‑paced, enterprise SaaS environment. The role offers hybrid/remote options and a strong emphasis on development and growth.

Qualifications

• Bachelor’s degree or equivalent professional experience.
• Proven experience leading teams in customer support.
• Experience with ticketing systems (Salesforce, Zendesk, Freshdesk).
• Strong communication and stakeholder management.
• Experience in a B2B SaaS or enterprise software environment.

Responsibilities

• Manage the performance of the team against all established Client Support benchmarks and metrics.
• Participate in the escalation process including working with clients and other MRI departments to resolve client cases.
• Conduct regularly scheduled team and one-on-one meetings with direct reports to address analyst issues and provide direction.
• Develop and implement tactical plans for achieving strategic initiatives.
• 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 & development

Customer escalations

Stakeholder management

Communication skills

B2B SaaS experience

Education

Bachelor’s degree or equivalent professional experience

Tools

Salesforce

Zendesk

Freshdesk

Job description

MRI Software in the Philippines (Baguio) is seeking a Sr. Manager, Customer Support to lead a high‑performing team delivering exceptional client experiences.

You will drive performance against KPIs, mentor analysts, manage client escalations with cross‑functional partners, and implement training programs and process improvements in a fast‑paced, enterprise SaaS environment. The role offers hybrid/remote options and a strong emphasis on development and growth.