Client Support Manager (NA Hours)

Job description

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. 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 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! 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!