Client Support Manager

About The Role

We are seeking an experienced Client Support Manager to lead a high‑performing support team, oversee operational excellence, and ensure an exceptional experience for our clients. This role requires strong leadership, deep customer support expertise, and the ability to drive process improvements within a fast‑paced software environment.

• 2–4 years of experience in Client Support within a software/SaaS company (or comparable technical support environment)
• 1+ year of direct supervisory or team‑lead experience
• Ability to manage and prioritize multiple projects
• Experience working with ticketing systems (e.g., Zendesk, Salesforce Service Cloud, Freshdesk)
• Familiarity with support KPIs such as CSAT, FRT, NPS, backlog management, and SLA performance
• Strong analytical skills with the ability to interpret support data and identify trends
• Strong ability to quickly understand complex software products and explain technical concepts in clear, non‑technical terms.
• Experience handling client escalations and leading cross‑functional resolution efforts

• Directly manage support analysts
• Approve timecards, PTO, and schedule coverage
• Conduct 1:1s, team meetings, and performance reviews
• Monitor casework quality and ensure adherence to support processes
• Coach and develop team members to strengthen skills and career growth
• Ensure departmental KPIs, team goals, and SLAs are consistently met

• Take ownership of high‑visibility case escalations, including communication with clients and internal stakeholders
• Drive rapid and effective resolution of client issues
• Partner with Product, Engineering, Professional Services and other teams to resolve complex technical issues and improve product quality

• Contribute to and lead departmental projects and initiatives
• Identify, document, and implement support process improvements
• Delegate team initiatives effectively to direct reports
• Participate as hiring manager in recruiting, interviewing, and onboarding new team members
• Represent Client Support in cross‑departmental meetings and working groups

• Strong background in Client Support with a service‑oriented and client‑centric mindset
• Approachable leader with excellent coaching capabilities
• Effective communicator with clients, peers, and leadership
• Positive role model who fosters a collaborative and supportive team culture
• Proactive problem‑solver who anticipates issues and drives improvement
• Engaged participant in team and departmental activities
• Able to collaborate effectively with peers and stakeholders across regions to ensure alignment and consistent support delivery

• Acts with integrity, honesty, inclusion, and respect
• Action‑oriented and dependable; follows through with urgency and enthusiasm
• Strives for excellence and consistently seeks to exceed expectations
• Embraces change, celebrates wins, and promotes a positive work environment

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 Prop Tech 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?

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!