Support Team Lead

From the day we opened our doors in 1971, MRI Software has built flexible, game-changing real estate software solutions to improve people’s lives. The only way to carry out that mission is to hire the absolute best employees on earth. People like you.   

Work hard, play hard. Always. Our relentless commitment to client success, our employee resource groups and our promise to empower our teams to reach their full potential are a few examples of what makes MRI Software special.   

And we’re insanely dedicated to creating a work environment that you look forward to every single day. That’s why we invest heavily in our employee engagement, so you enjoy the tech industry’s best perks. Together with the whole Pride, (lion roar for "family") employees, customers, and partners, we’re on a mission to break new ground and lead the real estate industry into a digital-first future.  

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 the Cape Town office.  

Please note, the successful candidate will be required to work UK hours (Mon- Fri, 09:00am – 17:30 BST), and therefore will be able to take leave on UK public holidays in place of recognised South African public holidays.

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.

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 Support Manager in the allocation of resources
• Ensure that there is sufficient cover for each of the key product areas your teams support.
• Ensure that agreed training plans for the support specialists are implemented.
• Ensuring training plans are clear and output driven.
• 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
• 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 company’s 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:

• Bachelor’s 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

We’re obsessed with making this the best job you’ve ever had!  

We want our teams to love working here, so we’ve created some incredible perks for you to enjoy:  

• Join our employee-led groups to maximise 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 Private Medical Insurance and Health Cash Plan.  
• Invest in our competitive Personal Pension plan and help set you up for your future.  
• Big on family? So are we! We understand family is important and being able to spend quality time with your family as it grows is a wonderful experience. 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 25 days of annual leave plus Bank Holidays, in addition to a bank of 15 hours of "Flex Time Off" to be used whenever and however you choose!
• Income Protection Plans give you the peace of mind you deserve.   
• Further your professional development and growth with our generous Tuition Reimbursement Schemes.  
• Enjoy the flexibility of working from anywhere in the world for two weeks out of the year!  

MRI continues to strive to amaze as a global industry leader in real estate software. Whether you are joining as a new pride member or bringing your expertise back, your talent is important to maintaining MRI’s high client experience standard and continuing our growth in the PropTech space.   

Amazing growth takes amazing employees. Are you up to the challenge?  

We know the 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!  

 
As a global company, we believe diversity brings benefits for our people, customers and clients. This is why MRI Software is committed to being an inclusive employer, regardless of your ethnicity, religion, sexual orientation, gender identity, disability, age, military and veteran status.  

Diversity, Equality and Inclusion are values that are critical to our success; come and see for yourself.