Job Summary As a Manager within our Client Support team, you will oversee a team of Software Support Agents responsible for responding to and resolving customer inquiries. The role is based in the Cape Town office and involves working North American hours (08:00 to 17:00 EST, Monday to Friday) with hybrid flexibility (2-3 days working from home). Essential Functions Manage the performance of a 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 the team to achieve all established goals and objectives. Participate in the escalation process, working with clients and other MRI departments to resolve client cases. Conduct regularly scheduled team and one‑on‑one meetings with 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 developing 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 knowledge‑base documentation and articles. Perform 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. Benefits & Perks Office breakfasts, quarterly lunches and virtual social events. Medical Aid Scheme. Personal Pension plan. Parental Leave benefit. 25 days of annual leave plus public holidays, with a bank of 16hours Flex Time Off. Tuition Reimbursement Schemes. Flexibility to work from anywhere in the world for two weeks a year. EEO Statement 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. #J-18808-Ljbffr