As a Manager within our Client Support team, this individual will oversee a team of Software Support Agents who respond to and resolve 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. Hours & Schedule 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. Working Model 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. 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. 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. Medical Aid Scheme. Competitive Personal Pension plan. Parental Leave benefit designed to allow you to spend time with your new arrival(s). 25 days of annual leave plus Public Holidays, and a bank of 16 hours of "Flex Time Off" to be used whenever you choose. Tuition Reimbursement Schemes. Flexibility of working from anywhere in the world for two weeks out of the year. About MRI Software 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. Our people‑first approach to PropTech is defining a new industry standard for client experiences that, quite frankly, can’t be duplicated. 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. 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. #J-18808-Ljbffr