{"id":1138297,"url":"https://alion.io/job/mri-software-sr-manager-client-support","title":"Sr Manager, Client Support","company":{"id":3740,"name":"MRI Software","domain":"mrisoftware.com","url":"https://alion.io/company/mrisoftware","size_band":"1001-5000","is_staffing_agency":false,"is_intermediary":false,"ats_vendor":"Workday","truth_index":{"grade":"B","score":81,"open_postings":8,"ghost_share":0,"stale_share":0.75,"repost_share":0,"time_to_fill_p50_days":23,"computed_at":"2026-09-23T05:45:00Z"}},"role":"Operations","role_family":"Operations","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"hiring_geo_confidence":"structured","locations":["Manila, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":16500,"max_usd":37000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1735},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Freshdesk","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-09-23T09:16:49Z","employer_posted_date":"2026-09-23","last_verified_at":"2026-09-23T06:05:48Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"MRI Software is a leading provider of innovative software solutions for the Global Real Estate industry. We are currently seeking a Sr. Manager, Client Support to join our team! This individual will manage a team of managers that oversee 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 these teams 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. Senior Managers may also participate in the development of strategic initiatives and will be accountable for the tactical implementation of those initiatives within their teams.\nResponsibilities:\nManage the performance of teams against all established Client Support benchmarks and metrics \nTaking ownership of case escalations, including all client and internal communication \nParticipates in recruiting process as hiring manager, interviewing candidates and participating in the decision-making process \nConduct 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 \nDevelop and implement tactical plans for achieving strategic initiatives \nAbility to take ownership of internal projects, initiatives, and client issues and drive them to completion. This may include securing cross-departmental participation as needed \nPerform monthly case quality audits of direct reports \nEvaluate and provide mid-year and end of year performance reviews for direct reports \nAssist in implementing training plans for direct reports and identify areas for analyst development \nPerforms other duties and responsibilities as assigned \nWhat Success Looks Like\nA high-performing, engaged support team delivering exceptional customer experiences\nAchievement of team KPIs including SLA adherence, customer satisfaction, quality, and case resolution targets\nEffective management of customer escalations with positive outcomes and strong stakeholder collaboration\nContinuous improvement of support processes, team capability, and operational efficiency\nStrong cross-functional partnerships with Product, Engineering, and Customer Success teams\nRequirements:\nEssential:\nProven experience leading or managing teams in a customer support environment\nStrong leadership, coaching, and people development skills\nExperience managing customer escalations and operational performance\nStrong communication, problem-solving, and stakeholder management skills\nExperience working with ticketing systems (e.g., Salesforce, Zendesk, Freshdesk or similar)\nAbility to work in a fast-paced, customer-focused environment\nDesirable:\nInbound support center experience preferred\nExperience in a B2B SaaS or enterprise software environment\nUnderstanding of support KPIs, SLAs, and service operations frameworks\nExperience working cross-functionally with Product and Engineering teams\nBachelor’s degree or equivalent professional experience\nWork Environment\nFast-paced, global SaaS support environment\nCollaborative, cross-functional team culture\nCustomer-centric and performance-driven organisation\nHybrid/remote working flexibility (subject to business needs)\nExposure to global clients and complex enterprise software solutions\nBenefits\nCareer growth opportunities in a diverse and supportive work environment.\nCompetitive Salary Package\nPrime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)\nHybrid Working Arrangement (2 days WFH)\nHMO coverage with free dependent upon hire.\nFree 24/7 access to our office gyms (Ortigas and Makati)\nTotal of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)\nPlus, additional benefits\nAbout Us\nFrom 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!\nOur 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.\nWe 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.\nAt 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.\nAmazing growth requires amazing employees. Are you up to the challenge?\nWe 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!\nMRI 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.\nWe 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!","description_format":"text","description_chars":5837,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Annual leave","Equity","Growth opportunities","Hybrid work"],"hiring_locations":[{"name":"Philippines","iso":"PH","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Real Estate","PropTech"],"lifecycle":[{"event":"open","at":"2026-09-23T09:16:49Z"}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":23,"reasons":["conf:4","win:early"],"computed_at":"2026-09-23T13:53:20Z"},"pay":null,"html_url":"https://alion.io/job/mri-software-sr-manager-client-support","json_url":"https://alion.io/job/mri-software-sr-manager-client-support.json","meta":{"generated_at":"2026-09-23T13:53:20Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers"}}