Senior Manager, Client Support
Customer Service
Baguio, Benguet, Philippines
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
Desirable:
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
Work Environment
Fast-paced, global SaaS support environment
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
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!