The Role:

The Client Support Onboarding Coach is responsible for ensuring that all incoming Client Support agents are effectively prepared to meet departmental goals and job performance expectations. This role plays a critical part in accelerating new hire readiness, driving consistency in onboarding delivery, and supporting successful role transitions within the department.

The Onboarding Coach partners closely with Education Services and Client Support leadership to execute the Global Onboarding Strategy. This includes facilitating training, monitoring progress, providing feedback, and ensuring all onboarding milestones are achieved for both new hires and existing Client Support employees transitioning into new roles.

The ideal candidate is highly organized, collaborative, and passionate about developing others, with a strong understanding of client support operations and performance standards.

You Will:

• Provide direct onboarding support to new Client Support agents, including hands-on coaching on internal systems, tools, workflows, and processes.

• Partner with Client Support, Education Services, and cross-functional teams to strengthen product knowledge and increase agent confidence and proficiency.

• Collaborate with internal training resources to ensure a smooth transition from introductory training into live client support responsibilities.

• Facilitate support-specific training sessions for incoming Client Support personnel.

• Monitor the progress of new agents and employees transitioning into new roles, proactively identifying and addressing knowledge or performance gaps.

• Deliver ongoing developmental training to promote continuous growth, skill enhancement, and performance improvement.

• Reinforce learning through structured practice sessions, refresher trainings, and skill calibration exercises to ensure agents maintain sharp, up-to-date knowledge and consistently meet performance standards.

• Stay current on new product features, system enhancements, and process updates, and proactively incorporate relevant changes into onboarding materials and ongoing training sessions.

• Ensure compliance with all MRI Software and Client Support policies, procedures, and performance standards.

• Perform additional duties and responsibilities as assigned.

You Have:

• Strong knowledge of Client Support Standard Operating Procedures (SOPs), workflows, and industry best practices.

• Demonstrated understanding of Global Client Support departmental functions, processes, and performance expectations, with the ability to clearly communicate these standards to others.

• Strong knowledge of MRI Software products, including system functionality, integrations, and common client use cases.

• Ability to stay current on new product features, enhancements, and process updates, and effectively translate updates into practical training guidance.

• Excellent analytical and problem-solving skills, with the ability to assess situations, identify root causes, and recommend effective solutions.

• Ability to understand, articulate, and simplify technical concepts for diverse audiences.

• Solid understanding of data flow within products and processes, with the ability to apply this knowledge to troubleshooting and training scenarios.

• Excellent interpersonal, coaching, and professional communication skills, both written and verbal.

• Strong time management, prioritization, and organizational skills, with the ability to manage multiple onboarding timelines simultaneously.

Training and Experience

• Bachelor’s degree required, or equivalent combination of education and relevant work experience.

• Minimum of 2+ years of hands-on, in-depth experience working with MRI Software products.

• Prior experience delivering training, coaching, onboarding, or facilitating learning sessions preferred.

• Demonstrated experience working within MRI Client Support, with a strong understanding of departmental culture, expectations, and performance standards.

We’re obsessed with making this the best job you’ve ever had!

We want our teams to love working here, so we’ve created some incredible perks for you to enjoy:

• Join our employee-led groups to maximize your experience at work such as our Diversity, Equity and Inclusion committee, employee resource groups such as Women and Allies, and our Pride Event Group

• Enjoy peace of mind over yours and your family’s health with our medical coverage options and HSA benefit

• Invest in our competitive 401k plan and help set you up for your future

• Big on family? So are we! We understand family is important and being able to spend quality time with your family is a wonderful experience. Our Parental Leave Program is designed to give you the opportunity to spend even more time with your new arrival(s)

• Enjoy a fantastic work-life balance with 20 days PTO plus observed Holidays, plus 16 hours of ‘Flexi’ time a year

• Further your professional development and growth with our generous Tuition Reimbursement offerings

• Enjoy the flexibility of working from anywhere in the world for two weeks out of the year

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!