Support Operations Team Lead (US Hours)

Position Overview:

Reporting to the Operations 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 operations service. You are expected to have a proactive approach which will involve taking ownership of issues (people, system, software or Customer related), 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, provide coaching and mentoring to other team members and also deliver product support yourself.

Please note that this position requires working in alignment with U.S. Eastern Standard Time (EST) hours, from 8:30am–5:00pm EST, as well as observing U.S. public holidays. This means you will be off on U.S. public holidays instead of South African public holidays.

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.

RESPONSIBILITIES & REQUIREMENTS:

Supervision and Management:

• Day to day supervision of the workload for groups of support specialist teams.
• Ensure that there is sufficient cover for each of the key product areas your teams support.
• Liaising with the Development Manager to ensure that bug fixes and third line support response are prioritised to enable effective and efficient scheduling of work.
• Ensure that agreed training plans for the support specialists are implemented.
• The role includes some management responsibilities associated with the personnel within the teams you supervise.

These duties include:

• Holiday authorisations
• Sickness/absence management
• New starter induction and training management
• Day to day team management

Management Reporting:

• Provide regular feedback and updates on all aspects associated with delivering support.

Support Operations

• Ensure that client-related queries and tasks for your support specialist teams are managed effectively and in accordance with client Support & Maintenance Agreements.
• Be the initial contact for support escalations in your team areas and ensure that the escalations are warranted and are managed effectively with appropriate and timely feedback being provided to Customers.
• Act as a single point of contact for the management of more complex queries that require the co-ordination of services across the organisation.
• Provide individual and group coaching sessions to team members aimed at ensuring consistent mode of operation across the teams that report to you.
• Ensuring that internal systems and procedures are developed, implemented, and used effectively to support the service being provided.
• Deputise for other managers during sickness absence and holiday periods.
• Take ownership of support queries to ensure that they are resolved within appropriate timeframes and within the service level agreements that we have with our Customers.
• Contribute to and assist with the continual update of the on-line support guidance tools to ensure that information is current and valid and therefore provides an effective method for Customers to resolve problems themselves.
• Continually strive to improve the level of support provided to our customers.

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:  

• We want our staff to love working here, and so we’ve created a few unique perks such as office breakfasts, quarterly lunches and virtual social events. Additionally, we value your input in your employee experience and have employee-led groups such as our DEI committee, employee resource groups such as Women and Allies, and our Pride Event Group  
• Have confidence in your health with our offered Medical Aid Scheme.   
• Invest in our competitive Personal Pension plan and help set you up for your future.  
• Big on family? So are we! Here at MRI Software we recognise that your family is important, and being able to spend quality time with your family as it grows is a wonderful experience. Therefore, the MRI Software Parental Leave benefit is designed to give you the opportunity to spend time with your new arrival(s).   
• Enjoy a fantastic work-life balance with 25 days of annual leave plus public Holidays, in addition to a bank of 16 hours of "Flex Time Off" to be used whenever and however you choose! 
• Further your professional development with our Tuition Reimbursement Schemes   
• Enjoy the flexibility of working from anywhere in the world for two weeks out of the year!   

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, 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!