Client Support Director

Role PurposeLead operational execution for a designated GDC site, ensuring high-volume support delivery meets productivity, Service Level Agreement (SLA) attainment, quality, and client experience targets.Serve as the site’s operational leader for support execution, aligning local delivery to globally standardized support models and governance.Key ResponsibilitiesStrategic Delivery & GovernanceDesign and continuously improve operating structures that enable scalable, efficient support deliveryProvide quarterly, biannual, and annual GDC performance reporting to the Senior Leadership Team and Executive Leadership TeamPartner with internal stakeholders on strategic planning (e.g., capacity planning, compensation and salary bands, promotion glidepaths, and long-term scaling)Support Delivery ManagementLead day-to-day support operations for assigned teams and product portfoliosDeliver against service levels, productivity targets, and quality standardsOversee escalations, staffing alignment, and operational readinessTeam LeadershipLead managers, team leads, and support staff within the GDCDevelop leadership capability and strengthen operational maturity across the siteImprove engagement and retention through coaching and performance management, with awareness of relevant statutory and employee-relations considerationsPromote a culture of accountability, learning, and operational excellenceWorkforce CoordinationPartner with Workforce Management to drive scheduling, forecasting, capacity planning, and queue balancingEnsure adequate coverage across business hours and regionsStandardization & Process ExecutionExecute globally defined workflows and support standardsMaintain consistent ticket handling, escalation management, and Quality Assurance (QA) adherenceIdentify gaps and implement continuous improvementsAI & Knowledge AdoptionEnable rollout of AI-assisted support capabilitiesReinforce knowledge-centered support practices and content hygieneDrive adoption of agent-assist and automation toolsKey Performance Indicators (KPIs)SLA attainmentCases handled per agentQueue backlog healthQA scoresEscalation agingEmployee retention and engagementProductivity and utilizationIdeal Experience7+ years in technical support or operations leadershipExperience managing large support teams in a high-volume environmentStrong operational discipline and KPI managementDemonstrated ability to collaborate and influence across internal, external, regional, and global stakeholders in matrix environmentsExperience in global delivery or offshore support environments, including cross-geo coordination and flexibility to support early/late coverage when neededWillingness to travel internationally as business needs ariseFamiliarity with operating and team effectiveness frameworks (e.g., Responsible, Accountable, Consulted, Informed and prioritization/decision frameworks) is advantageousFamiliarity with enterprise support platforms (e.g., Salesforce, Zendesk, Freshdesk) preferredBenefitsCareer growth opportunities in a diverse and supportive work environment.Competitive Salary PackagePrime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)Hybrid Working Arrangement (2 days WFH)HMO coverage with free dependent upon hire.Free 24/7 access to our office gyms (Ortigas and Makati)Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)Plus, additional benefitsAbout UsFrom 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!
#J-18808-Ljbffr