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Lead and manage a team of Software Support Analysts to meet KPIs and SLAs, handle customer escalations, conduct quality audits, coach and develop analysts, implement tactical plans for strategic initiatives, and collaborate cross-functionally to improve support processes and customer outcomes.

Provide client-facing application support for MRI Software customers (property/financial clients). Triage and resolve inbound requests via phone/portal/e-case within SLAs, document issues, communicate status, and create/maintain user documentation. Work US EST hours, hybrid role based in Cape Town.

Manage multiple concurrent client-facing SaaS implementation projects, ensuring quality delivery, customer satisfaction, scope and risk management, resource scheduling, reporting, and close collaboration with sales, consultants, and operations.