Support Enablement & Delivery Systems and Tools Lead at MRI Software

Manila, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

25 Sep, 26

Salary

0.0

Posted On

27 Jun, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Systems Thinking, Process Optimization, AI Implementation, Data Analytics, Stakeholder Management, Change Management, Cross-functional Collaboration, KPI Monitoring, Support Enablement, Global Workflow Standardization, Case Deflection Strategies, Knowledge Management

Industry

Software Development

Description

The Support Enablement & Delivery Systems and Tools Lead is responsible for overseeing, optimizing, and aligning the systems, tools, and processes that power MRI Software’s global Support organization. This role serves as a strategic and operational bridge between Support leadership, system administrators, and internal application teams to ensure support tools are scalable, efficient, and consistently used across regions. The role requires strong technical knowledge of support platforms, the ability to drive change in a global environment, and a data-driven mindset focused on improving customer self-service, case deflection, and operational efficiency—leveraging AI and analytics where appropriate. What You Will Do Systems & Tool Ownership Lead enablement, governance, and ongoing optimization of global support systems and tools, including: Amazon Connect (Telephony and Chat) Salesforce Zendesk Freshdesk Partner closely with internal application teams and lead a team of support system administrators to: Manage system configurations and enhancements Identify inefficiencies and implementation gaps Ensure tools support scalable, consistent global workflows Global Alignment & Process Improvement Drive global alignment across support systems, tools, and operating processes Define and improve standardized workflows and best practices across regions Help drive change management efforts to ensure adoption and consistent usage of tools and processes across global support teams Identify and eliminate process and tool friction that impacts efficiency, quality, or client experience Support Enablement Enable support teams to effectively use systems and tools through: Clear process documentation Tool guidance and operational standards Collaboration with enablement and training partners Ensure support delivery channels are optimized for agent effectiveness and customer outcomes AI, Analytics & Self-Service Optimization Help to leverage AI capabilities across global support to: Improve case deflection Enhance knowledge discovery and self-service adoption Increase process efficiency and first-contact resolution Define and monitor KPIs related to: Customer self-service usage Knowledge effectiveness Case deflection and channel mix Use strong analytical tools and reporting to identify trends, act on insights, and drive measurable improvement Measurement & Results Define, track, and drive performance outcomes tied to systems and tools Proven experience leading teams in a operational environment Use data to inform decisions, prioritize improvements, and demonstrate impact Assessment of systems performance against support KPIs and business objectives What We Are Looking For Required Experience & Qualifications 5+ years of experience in support enablement, support operations, or systems/tools Hands-on experience with: Amazon Connect Telephony and Chat Salesforce Zendesk Freshdesk Proven experience managing and improving support delivery systems Demonstrated ability to drive results and implement change across a global support organization Skills & Competencies Strong systems-thinking and process optimization mindset Experience leveraging AI and analytics to improve support outcomes and efficiency Excellent analytical skills with the ability to act on KPI insights Strong written and verbal communication skills, particularly for global stakeholder alignment Ability to influence without authority and work cross-functionally across teams and timezones Nice to Have Experience supporting SaaS or enterprise software organizations Familiarity with case deflection strategies, knowledge management tools, and self-service strategies Experience working across multiple time zones and regions Exposure to workforce management, quality, or incident management best practices 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! At MRI, our company culture is more than a talking point – it’s what makes us shine! We value your hard work and encourage you to be your whole self while you do it. Passion, integrity, and inclusion mixed with a healthy dose of fun is what makes us the right fit for your next career move! We’re completely dedicated to 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: Join our employee-led resource groups to maximize your experience at work. Add 16 extra hours to your time off to shorten your workday as part of our Flex at MRI program. Utilize 16 hours of paid time to volunteer. Know great workers? Our generous employee referral scheme rewards you for bringing in talent. Enjoy peace of mind with our regional-specific healthcare benefits for you and your family. Big on family? So are we! Our Parental Leave and parental support perks allow you to grow your family comfortably as an MRI employee. Maintain a fantastic work-life balance with PTO days plus observed holidays. Further your professional development and growth with our tuition reimbursement offerings. Enjoy the flexibility of working from anywhere in the world for two weeks out of the year. And more! Now, take a glimpse into some of the fun we have here: MRI Software Instagram

Responsibilities

Oversee and optimize global support systems and tools to ensure scalability and operational efficiency across regions. Act as a strategic bridge between leadership and technical teams to drive AI-powered self-service and case deflection.