[Hiring] Client Support Manager @MRI Software

Role Description

We are seeking an experienced Client Support Manager to lead a high‑performing support team, oversee operational excellence, and ensure an exceptional experience for our clients. This role requires strong leadership, deep customer support expertise, and the ability to drive process improvements within a fast‑paced software environment.

Qualifications

• Strong background in Client Support with a service‑oriented and client-centric mindset
• Approachable leader with excellent coaching capabilities
• Effective communicator with clients, peers, and leadership
• Positive role model who fosters a collaborative and supportive team culture
• Proactive problem‑solver who anticipates issues and drives improvement
• Engaged participant in team and departmental activities
• Able to collaborate effectively with peers and stakeholders across regions to ensure alignment and consistent support delivery

Requirements

• 2–4 years of experience in Client Support within a software/SaaS company (or comparable technical support environment)
• 1+ year of direct supervisory or team‑lead experience
• Ability to manage and prioritize multiple projects
• Experience working with ticketing systems (e.g., Zendesk, Salesforce Service Cloud, Freshdesk)
• Familiarity with support KPIs such as CSAT, FRT, NPS, backlog management, and SLA performance
• Strong analytical skills with the ability to interpret support data and identify trends
• Strong ability to quickly understand complex software products and explain technical concepts in clear, non‑technical terms
• Experience handling client escalations and leading cross‑functional resolution efforts

Benefits

• 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 Group
• Enjoy peace of mind over yours and your family’s health with our medical coverage options and HSA benefit
• Invest in our competitive 401k plan and help set you up for your future
• 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 year
• Further your professional development and growth with our generous Tuition Reimbursement offerings
• Enjoy the flexibility of working from anywhere in the world for two weeks out of the year