Client Support Manager
Mri Software
Client Support Manager
About the Role
We are seeking an experienced Client Support Manager to lead a high‑performing support team, oversee operational excellence, and ensure an exceptional experience for our clients. This role requires strong leadership, deep customer support expertise, and the ability to drive process improvements within a fast‑paced software environment.
Requirements
2–4 years of experience in Client Support within a software/SaaS company (or comparable technical support environment)
1+ year of direct supervisory or team‑lead experience
Ability to manage and prioritize multiple projects
Experience working with ticketing systems (e.g., Zendesk, Salesforce Service Cloud, Freshdesk)
Familiarity with support KPIs such as CSAT, FRT, NPS, backlog management, and SLA performance
Strong analytical skills with the ability to interpret support data and identify trends
Strong ability to quickly understand complex software products and explain technical concepts in clear, non‑technical terms.
Experience handling client escalations and leading cross‑functional resolution efforts
Responsibilities
Team Leadership & Operations
Directly manage support analysts
Approve timecards, PTO, and schedule coverage
Conduct 1:1s, team meetings, and performance reviews
Monitor casework quality and ensure adherence to support processes
Coach and develop team members to strengthen skills and career growth
Ensure departmental KPIs, team goals, and SLAs are consistently met
Client Experience & Escalations
Take ownership of high‑visibility case escalations, including communication with clients and internal stakeholders
Drive rapid and effective resolution of client issues
Partner with Product, Engineering, Professional Services and other teams to resolve complex technical issues and improve product quality
Process Improvement & Project Management
Contribute to and lead departmental projects and initiatives
Identify, document, and implement support process improvements
Delegate team initiatives effectively to direct reports
Participate as hiring manager in recruiting, interviewing, and onboarding new team members
Represent Client Support in cross‑departmental meetings and working groups
Candidate Profile
Strong background in Client Support with a service‑oriented and client-centric mindset
Approachable leader with excellent coaching capabilities
Effective communicator with clients, peers, and leadership
Positive role model who fosters a collaborative and supportive team culture
Proactive problem‑solver who anticipates issues and drives improvement
Engaged participant in team and departmental activities
Able to collaborate effectively with peers and stakeholders across regions to ensure alignment and consistent support delivery.
Cultural Fit
Acts with integrity, honesty, inclusion, and respect
Action‑oriented and dependable; follows through with urgency and enthusiasm
Strives for excellence and consistently seeks to exceed expectations
Embraces change, celebrates wins, and promotes a positive work environment
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 15 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!