Support Operations Lead – Workforce Management, Incident & Quality

About the Role

The Support Operations Lead is responsible for leading a team of Support Operations Analysts focused on quality and performance across MRI Softwares global Support organization.

This role provides both strategic direction and hands-on leadership to ensure consistent scalable and high-quality support delivery worldwide. The Lead partners closely with Support Leadership Regional Managers Enablement and Systems teams to ensure operational readiness performance transparency and continuous improvement across all support delivery channels.

The ideal candidate brings strong operational expertise proven people leadership and the ability to drive global alignment and measurable outcomes.

What You Will Do

Team Leadership & Development

• Lead and develop a team of Support Operations Analysts
• Set clear expectations priorities and success metrics for the team
• Ensure consistent execution of quality and performance responsibilities

Quality Performance & Continuous Improvement

• Own global quality and performance monitoring frameworks
• Define track and continuously improve key support KPIs and quality metrics
• Analyze operational data to identify trends risks and improvement opportunities
• Lead continuous improvement initiatives that improve:
  • Customer experience
  • Operational efficiency
  • Cross-region consistency

Process Ownership & Enablement

• Own and govern operational process documentation related to:
  • Quality standards
  • Performance reporting
• Ensure documentation is accurate current and consistently applied globally
• Partner with Enablement teams to operationalize new tools processes and reporting

Cross-Functional & Global Collaboration

• Act as a key operational partner to:
  • Global Support Leadership
  • Support Enablement and Delivery team
• Drive global alignment on support quality and performance related processes

What We Are Looking For

Required Experience & Qualifications

• 5 years of experience in support operations with focus on quality and performance across support systems and channels
• Proven experience leading teams in an operational environment
• Experience with CRM and support platforms such as:
  • Salesforce
  • Zendesk
  • Freshdesk
• Experience working within a global or multi-region support organization

Skills & Competencies

• Strong people leadership and coaching skills
• Advanced analytical and problem-solving abilities with a focus on actionable insights
• Strong continuous improvement mindset including AI enablement
• Excellent written and verbal communication skills
• Ability to influence across teams and regions without direct authority

Core Attributes

• Execution-focused with strong operational discipline
• Comfortable balancing tactical needs with strategic improvements
• Proactive adaptable and collaborative
• Confident operating in evolving complex global environments

Nice to Have

• Experience supporting SaaS or enterprise software organizations
• Familiarity with quality assurance methodologies
• Experience designing quality KPIs and performance reporting

Benefits

• Career growth opportunities in a diverse and supportive work environment.
• Competitive Salary Package
• Prime 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 benefits.

About Us

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. 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 cant 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; its a connected community of people who truly feel they belong. Whether were investing in employee resource groups or providing tailored resources for each person to reach their full potential were 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 thats our goal every day. Because thats what industry leaders do. Whether youre 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 dont hesitate to apply. Wed 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!