Job Description

We are looking for a senior manager with at least five years’ experience in a management position, ideally with a client support background or equivalent. The individual will be responsible for the day-to-day management of the Global Delivery Center Client Support teams who are mostly based out of South Africa. This is a wide ranging, challenging, and rewarding role aimed at ensuring that we deliver an excellent support service to our Clients.

Cross departmental communication and relationships will be a key function in this role.

Please note, this position is required to work in accordance with U.S. hours (EST) 8:30am-5:00pm Monday - Friday as well as observing U.S. Public Holidays.

We understand the need to provide a flexible working environment partnered with team collaboration and socialization. Therefore, we operate a hybrid working model with 3 days in-office and 2 days remotely. This role is based at our Cape Town Office.

RESPONSIBILITIES

• Day to day supervision of the workload for our client support teams.
• Ensure that there is sufficient cover for each of the key product areas the team’s support.
• Ensure that agreed training plans for the support specialists are implemented.
• Management responsibilities associated with the personnel within the teams they manage according to the RACI matrix. These duties include but are not limited to: Holiday authorizations, Sickness/absence management, Goal setting and tracking, Recruitment, Performance management, Regular 1:1’s.
• Ensure that client support queries are managed effectively and in accordance with OLA’s as well as any client contractual SLA’s.
• Work with team leads as an escalation point for our clients and colleagues, ensuring that the escalation is warranted and managed effectively with appropriate and timely feedback being provided to clients.
• Ensuring that internal systems and procedures are followed and used effectively to support the service provided. For example, but not exclusive to, AWS and Salesforce.
• Review, contribute to, and assist with the continual update of the on-line support guidance tools to ensure that information is current and valid and therefore provides an effective method for clients to self-help.
• Hold regular team meetings to keep the team informed of team and company initiatives as well as how the team are performing as a whole.
• Continually strive to improve the level of support provided to our clients.
• Oversee root cause analysis and meet with other departments on a quarterly basis to review and take actions to drive down case volume and improve client satisfaction.
• Periodically review team structure to meet any change in client requirements or behaviour as well as company initiatives.
• Attend client meetings, service reviews and case reviews as and when required.
• Attend client events as and when required to represent client support and the products supported.
• Conduct half yearly skip level review meetings for team leads.
• Put in place initiatives to motivate the team for surveys and CSAT rate.
• Follow up with clients on negative client surveys received.
• Arrange soft skills and product training for new and existing team members, including new functionality in the products supported.

REQUIREMENTS:

• At least five years’ experience in a management position.
• Extensive understanding of functionality, business rules and operating procedures within the company’s software product(s) and system.
• Excellent communication skills.
• Proactive approach.
• Experience in building strong teams, attracting, developing and retaining top performers.
• Develop high performance teams by diagnosing, understanding and facilitating team dynamics.
• Consistently foster growth in direct reports and other individuals in the organization.
• Develop strong relationships with cross functional partners.

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!