We are currently looking to recruit a talented Support Team Leader who can manage and motivate the team, has a passion and desire for customer service and excels in their role.

This role involves the day-to-day management of a Technical Application Support team. As Team Leader you will be responsible for ensuring the team performs to the highest levels and SLA commitments are met with exceptional customer service. You will need to have strong communication skills, both written and verbal, and the ability to take ownership of incidents, whilst ensuring issues are being prioritized and resolved effectively.

This role will be a player/lead role where you will be expected to work on client tickets as well as leading the team.

The role is working UK hours between 08:30 to 18:00 Monday to Friday. In addition, the role adheres to UK public holidays, allowing you to take leave on UK public holidays in place of recognised South African public holidays.

We understand the need to provide a flexible working environment partnered with team collaboration and socialisation. Therefore, we operate a hybrid working model with 3 days of working from home per week. This role is based in the Cape Town office.

Role and Responsibilities:

• Managing day to day support services ensuring that all customer issues are prioritised, triaged and resolved as effectively as possible

• Working to business objectives

• Ability to Lead and develop staff, ensuring high standards are consistently preserved, recognising strengths and weaknesses and acting on them. Mentoring and coaching staff is critical to the role as is maintaining high morale

• Point of contact for team and escalations

• Ensuring Customer Satisfaction targets are exceeded

• Ensuring training plans are clear and output driven

• Ensuring all SLA’s are adhered to

You will be able to:

• Demonstrate excellent customer service skills

• Effectively manage a team whilst maintaining positive working relationships

• Show flexibility in the role and lead teams at different sites

• Develop effective working relationships with the client

• Demonstrate strong written and verbal communication skills

• Ensure knowledge Management is improved

• Understand and articulate the company’s goals and strategies to the team

Requirements

• Proven track record in delivering an excellent service

• People Management

• Continual Service Improvement

• Excellent problem-solving skills with the ability to identify root cause and implement controlled changes

• Can demonstrate a passion for personal development, must be flexible in their approach to travel and projects undertaken

• Excellent time management skills with the ability to manage conflicting priorities

• Previous experience in leading a technical support team

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:

• We want our staff to love working here, and so we’ve created a few unique perks such as office breakfasts, quarterly lunches and virtual social events. Additionally, we value your input in your employee experience and have employee-led groups such as our DEI committee, employee resource groups such as Women and Allies, and our Pride Event Group

• Have confidence in your health with our offered Medical Aid Scheme.

• Invest in our competitive Personal Pension plan and help set you up for your future.

• Big on family? So are we! Here at MRI Software we recognise that your family is important, and being able to spend quality time with your family as it grows is a wonderful experience. Therefore, the MRI Software Parental Leave benefit is designed to give you the opportunity to spend time with your new arrival(s).

• Enjoy a fantastic work-life balance with 25 days of annual leave plus public Holidays, in addition to a bank of 16 hours of "Flex Time Off" to be used whenever and however you choose!

• Further your professional development with our Tuition Reimbursement Schemes

• 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!