Client Support Manager

MRI Software

Cleveland, US
Client support expertise
Software/saas environment
Ticketing systems experience
Lead a high-performing support team, oversee operational excellence, and ensure an exceptional experience for our clients

Job Summary

  • Lead a high-performing support team, oversee operational excellence, and ensure an exceptional experience for our clients.
  • Directly manage support analysts, conduct 1:1s, team meetings, and performance reviews, and ensure departmental KPIs and SLAs are consistently met.
  • We’re obsessed with making this the best job you’ve ever had and offer incredible perks including comprehensive health coverage, 401k, generous PTO, and parental leave.

Matching Summary

Lead a high-performing support team, oversee operational excellence, and ensure an exceptional experience for our clients.

Skills & Requirements

Must-have

  • Client Support expertise
  • Software/SaaS environment
  • Ticketing systems experience
  • Support KPIs knowledge
  • Handling client escalations
  • Cross-functional resolution efforts

Nice-to-have

  • Service-oriented mindset
  • Client-centric approach
  • Approachable leader
  • Coaching capabilities
  • Proactive problem-solver
  • Collaborative with peers

Key Requirements

  • 2-4 years Client Support experience
  • 1+ year direct supervisory experience
  • Ability to manage multiple projects
  • Strong analytical skills
  • Understand complex software products

Work Rights

Not specified

Tailored Resume

Cover Letter