Support Manager

Job title: Support Manager

Company: MRI Software

Job description: MRI Software is seeking a strong people leader to join our team as a Support Manager! This role will be responsible for overseeing a team of client support analysts.Requirements:

• 2-4 years of experience in Client Support (or comparable experience)
• 1+ years of successful direct supervisory experience
• Ability to lead departmental projects

ResponsibilitiesDirect management of agents & leads, including:Approving timecards & PTOCompleting and delivering performance reviews1:1sTeam meetingsMonitoring and reviewing caseworkEnsuring all departmental KPIs, team goals, and SLAs are being metAgent coaching, including direct reports and other members of the larger Support teamParticipates in recruiting process as hiring manager, interviewing candidates and participating in the decision-making processTaking ownership of case escalations, including all client and internal communicationDepartmental project work, both as a contributor and project managerAbility to take ownership of internal projects, initiatives, and client issues and drive them to completion. This may include securing cross-departmental participation as neededDelegation of team initiatives to direct reportsIdentifying, communicating, and addressing potential process improvement opportunities within the teamCandidate ProfileExcellent existing Client Support skillsApproachable, with strong coaching skillsStrong communicator, with clients, peers, and leadershipPositive role model for their peers and direct reportsProactively takes initiative – identifies opportunities to contribute as an organizational leaderActive participant in team & departmental meetingsCultural FitActs with integrity, honesty, tolerance and inclusionAction-oriented and responsive. Takes initiative and follows through with efficiency. Keeps commitments with enthusiasmConstantly strives to amaze and be the best in everything s/he doesEmbraces change and knows how to celebrate wins and enjoy the journeyWe’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:Join our employee-led groups to maximize your experience at work such as our Diversity, Equity and Inclusion committee, employee resource groups such as Women and Allies, and our Pride Event GroupEnjoy peace of mind over yours and your family’s health with our medical coverage options and HSA benefitInvest in our competitive 401k plan and help set you up for your futureBig on family? So are we! We understand family is important and being able to spend quality time with your family is a wonderful experience. Our Parental Leave Program is designed to give you the opportunity to spend even more time with your new arrival(s)Enjoy a fantastic work-life balance with 20 days PTO plus observed Holidays, plus 15 hours of ‘Flexi’ time a yearFurther your professional development and growth with our generous Tuition Reimbursement offeringsEnjoy the flexibility of working from anywhere in the world for two weeks out of the yearAt MRI, 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 best fit for your next career move!MRI continues to strive to amaze as a global industry leader in real estate software. Whether you are joining as a new pride member or bringing your expertise back, your talent is important to maintaining MRI’s high client experience standard and continuing our growth in the PropTech space.Amazing growth takes amazing employees. Are you up to the challenge?MRI Software is an Equal Opportunity Employer. Regardless of your race, color, religion, sex, national origin, sexual orientation, gender identity, disability, age, veteran status, you are welcome here.

Expected salary:

Location: Cleveland, OH

Job date: Sun, 23 Mar 2025 04:08:17 GMT

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