Support Team Lead (UK hours)

Job Description Summary
Reporting to the Support Manager you will be responsible for the day to day supervision of a number of support specialists. You will have a wide ranging challenging and rewarding role aimed at ensuring that we deliver an effective support service to our Customers. You are expected to have a proactive approach which will involve taking ownership of issues facilitating a resolution with the resources made directly available to you and where necessary liaising with other Managers to secure additional resource and assistance. The role requires that you supervise the workload of other support specialists and provide coaching and mentoring to team members. You will need to have strong communication skills both written and verbal.

We understand the need to provide a flexible working environment partnered with team collaboration and socialisation. Therefore we operate a hybrid working model with 3 days of working from home per week. This role is based in theCape Town office.

Please note the successful candidate will be required to work UK hours (Mon- Fri 08:30 - 17:00 BST) and therefore will be able to take leave on UK public holidays in place of recognised South African public holidays.

Key responsibilities include:
Managing day to day support services ensuring that all customer issues are prioritised triaged and resolved as effectively as possible
Manage the performance of team of Support Agents against all established Client Support goals.
Monitor CRM queues to ensure all calls and cases are responded to within established SLAs
Point of contact for team and escalations
Assist the Customer Support Manager in the allocation of resources
Ensure that there is sufficient cover for each of the key product areas your teams support.
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 other MRI departments to resolve client cases
Ensuring Customer Satisfaction targets are exceeded
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
Mentoring and coaching staff is critical to the role as is maintaining high morale
Ensure that agreed training plans for the support specialists are implemented.
Ensuring training plans are clear and output driven
Provide regular feedback and updates to the Support Manager on all aspects associated with delivering support including support query and escalation volumes.
Other Team Lead responsibilities associated with the personnel within the teams you supervise. These duties include:
Holiday authorisations
Sickness/absence management
New starter induction and training
Recruitment in conjunction with the Customer Services Manager.

Knowledge Skills & Abilities:
Excellent interpersonal and professional communication skills both verbal and written
Effectively manage a team whilst maintaining positive working relationships
Understand and articulate the companys goals and strategies to the team
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
Professional communication skills with the ability to confidently articulate concepts (written and verbal)
Excellent computer skills and knowledge of the Microsoft product suite

Experience:
Bachelors degree or equivalent work experience.
2 3 years Supervisory or Team Lead experience
Proven track record in delivering an excellent service
Experience leading remote employees is a plus
Customer service or Application Support experience preferred
Familiarity with the Property or Software Industry is a plus

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!