Client Support Manager

at  MRI Software

From the day we opened our doors in 1971, MRI Software has built flexible, game-changing real estate software solutions to improve people’s lives. The only way to carry out that mission is to hire the absolute best employees on earth. People like you.
Work hard, play hard. Always. Our relentless commitment to client success, our employee resource groups and our promise to empower our teams to reach their full potential are a few examples of what makes MRI Software special.
And we’re insanely dedicated to creating a work environment that you look forward to every single day. That’s why we invest heavily in our employee engagement, so you enjoy the tech industry’s best perks. Together with the whole Pride, (lion roar for “family") employees, customers, and partners, we’re on a mission to break new ground and lead the real estate industry into a digital-first future.
We understand the need to provide a flexible working environment partnered with team collaboration and socialisation. Therefore, we operate a hybrid working model with 2/3 days of working from home per week. This role is based in the Cape Town office.
As a Manager within our Client Support team, this individual will oversee a team of Software Support Agents who are responsible for responding to and resolving customer inquiries involving our Property Management X software products. Management of the team will include measuring the performance of Support Agents against established goals, ensuring all client interactions are handled in an efficient and quality focused manner, and providing coaching and feedback to improve Agent performance. Managers may also participate in the development of strategic initiatives and will be accountable for the tactical implementation of those initiatives within their teams.

Essential Functions:

• Manage the performance of team of Support Agents against all established Client Support goals.
• Monitor phone and e-case queues to ensure all calls and cases are responded to within established SLAs
• Provide coaching and constructive feedback to Support Agents to improve performance and enable your team to achieve all established goals & objectives.
• Participate in the escalation process including working with clients and other MRI departments to resolve client cases
• Conduct regularly scheduled team and one-on-one meetings with your direct reports to address issues, provide updates regarding performance, and give direction regarding company and department policies and procedures
• Conduct detailed service reviews with customers to review cases, set priorities and manage customer expectations.
• Develop and implement tactical plans for achieving strategic initiatives
• May participate in the development of strategic initiatives to improve department efficiencies, processes, and enhance the Client Experience
• Provide end of year merit increase and bonus recommendations. Assist in implementing training plans for direct reports and identify areas for agent development
• Adhere to all established MRI Software policies and guidelines
• Develop knowledgebase documentation and articles
• Performs other duties and responsibilities as assigned.

Knowledge, Skills, & Abilities:

• Excellent interpersonal and professional communication skills, both verbal and written
• Strong time management and organizational skills
• Ability to manage multiple tasks, while effectively focusing on priority issues
• Excellent problem solving, leadership, and coaching skills
• Ability to work as a member of a team and cross-functionally

Training & Experience:

• Previous supervisory or management experience preferred
• Experience managing remote employees is a plus.
• Customer service experience preferred
• Inbound support centre experience preferred

Working Hours:
8/8:30 to 16:30/17:00 EST hours
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!

MRI continues to strive to amaze as a global industry leader in real estate software. Whether you are joining as a new pride member or bringing your expertise back, your talent is important to maintaining MRI’s high client experience standard and continuing our growth in the PropTech space.
Amazing growth takes amazing employees. Are you up to the challenge?
We know the
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!
As a global company, we believe diversity brings benefits for our people, customers and clients. This is why MRI Software is committed to being an inclusive employer, regardless of your ethnicity, religion, sexual orientation, gender identity, disability, age, military and veteran status.
Diversity, Equality and Inclusion are values that are critical to our success; come and see for yourself

• Manage the performance of team of Support Agents against all established Client Support goals.
• Monitor phone and e-case queues to ensure all calls and cases are responded to within established SLAs
• Provide coaching and constructive feedback to Support Agents to improve performance and enable your team to achieve all established goals & objectives.
• Participate in the escalation process including working with clients and other MRI departments to resolve client cases
• Conduct regularly scheduled team and one-on-one meetings with your direct reports to address issues, provide updates regarding performance, and give direction regarding company and department policies and procedures
• Conduct detailed service reviews with customers to review cases, set priorities and manage customer expectations.
• Develop and implement tactical plans for achieving strategic initiatives
• May participate in the development of strategic initiatives to improve department efficiencies, processes, and enhance the Client Experience
• Provide end of year merit increase and bonus recommendations. Assist in implementing training plans for direct reports and identify areas for agent development
• Adhere to all established MRI Software policies and guidelines
• Develop knowledgebase documentation and articles
• Performs other duties and responsibilities as assigned