Client Support Manager; NA

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. 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.

The role is working NA hours between 08:00 to 17:00 EST Monday to Friday. In addition, the role adheres to NA public holidays, allowing you to take leave on NA public holidays in place of recognised South African public holidays.

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.

• 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.

• 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.

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

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:

• Office breakfasts, quarterly lunches and virtual social events, plus employee‑led groups such as our DEI committee, Women and Allies, and our Pride Event Group.
• Medical Aid Scheme.
• Competitive Personal Pension plan.
• Parental Leave benefit to spend time with your new arrival(s).
• 25 days of annual leave plus Public Holidays, plus 16 hours of “Flex Time Off” to use whenever and however you choose.
• Tuition Reimbursement Schemes.
• Flexibility to work from anywhere in the world for two weeks out of the year.

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.