MRI Software is a leading provider of innovative software solutions for the Global Real Estate industry. We are currently seeking a Team Lead, Client Support to join our team! This individual will manage a team of Software Support Analysts who are responsible for responding to and resolving customer inquiries involving MRI Software modules. Management of the team will include measuring the performance of Analysts against established benchmarks, ensuring all client interactions are handled in an efficient and quality focused manner, and providing coaching and feedback to improve Analyst performance. Client Support Managers may also participate in the development of strategic initiatives and will be accountable for the tactical implementation of those initiatives within their teams.
Requirements:
2 years of experience in Client Support as an agent (or comparable experience)
Demonstrated success working with clients and assisting internal team members (meeting expectations or better)
Expressed interest in taking on additional leadership/coaching opportunities
Responsibilities
Direct management of agents, including:
Approving timecards & PTO
Completing and delivering performance reviews
1:1s
Monitoring and reviewing casework
Ensuring all departmental KPIs, team goals, and SLAs are being met
Personal casework (caseload may be lighter than other team members due to additional management responsibilities)
Agent coaching, including direct reports and other members of the larger Support team
Taking ownership of case escalations, including all client and internal communication
Departmental project work
Candidate Profile
Excellent existing Client Support skills
Approachable, with strong coaching skills
Strong communicator, with clients, peers, and leadership
Interested in being a people leader
Passion to grow at MRI – wants to do more
High level communication skills, both internally and client-facing
Cultural Fit
Acts with integrity, honesty, tolerance and inclusion
Action-oriented and responsive. Takes initiative and follows through with efficiency. Keeps commitments with enthusiasm
Constantly strives to amaze and be the best in everything s/he does
Embraces change and knows how to celebrate wins and enjoy the journey
Benefits
- Career growth opportunities in a diverse and supportive work environment.
- Competitive Salary Package
- Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
- Hybrid Working Arrangement (2 days WFH)
- HMO coverage with free dependent upon hire.
- Free 24/7 access to our office gyms (Ortigas and Makati)
- Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
- Plus, additional benefits
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!