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 team of support specialists while also acting as a functional Team Lead handling complex client cases directly. You will have a wide-ranging, challenging and rewarding role aimed at ensuring that we deliver an effective support service to our Customers. This role requires a strong technical support background, including the ability to troubleshoot application and data-related issues using SQL, Oracle PL/SQL and structured problem-solving techniques. You are expected to take ownership of issues, facilitate resolution using the resources available to you and, where necessary, liaise with other Managers or technical teams to secure additional resource and assistance. The role requires that you supervise workload, manage escalations, mentor team members and maintain high standards of client communication, SLA performance and service quality. 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. Key responsibilities include: Manage day-to-day support operations, ensuring client cases are prioritised, triaged and resolved within agreed SLAs, KPIs and customer satisfaction targets. Act as the primary escalation point for complex client, application and database-related issues, working with internal teams to drive timely resolution. Investigate and resolve complex data-related issues by writing, troubleshooting and optimising SQL queries, scripts and Oracle PL/SQL code. Perform root cause analysis across database structures, queries and data integrity, recommending improvements to prevent repeat issues. Work directly with clients to gather requirements and translate them into practical SQL-based solutions. Review and improve existing SQL queries to enhance performance, accuracy and efficiency. Coach, mentor and develop Support Agents and junior analysts, including SQL debugging approaches and structured troubleshooting. Support resource planning and ensure appropriate team coverage across key product areas. Manage team performance through regular one-to-ones, team meetings, feedback and reporting to the Support Manager. Ensure agreed training plans are clear, outcome-driven and implemented effectively. Contribute to documentation, including SQL scripts, troubleshooting steps and best practices. Participate in UAT, validating data fixes and database-related changes before release. Carry out people-management responsibilities, including holiday authorisations, absence management, new starter induction and recruitment support. Knowledge, Skills, & Abilities: Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to clients, stakeholders and team members. Strong people leadership skills, including coaching, mentoring, performance support and the ability to maintain positive working relationships. Ability to manage priorities, balance multiple tasks and maintain focus on urgent or high-impact client issues. Strong problem-solving skills with a logical, structured approach to investigation, troubleshooting and root cause analysis. Ability to work collaboratively across teams and understand how team goals support wider company objectives. Excellent computer skills, including strong working knowledge of the Microsoft product suite. Strong practical SQL skills, including writing complex queries from scratch and using SQL to investigate, validate and resolve real business problems. Hands-on Oracle PL/SQL experience, including stored procedures, triggers, packages and script-based troubleshooting. Experience with query performance tuning, including indexes, execution plans and optimisation techniques. Strong understanding of relational database design, data structures, data integrity principles and working with large datasets. Experience: Bachelor’s degree or equivalent work experience. 4–6+ years’ experience in application or technical support within an enterprise software environment. 2–3 years’ supervisory, team lead or equivalent people-management experience. Proven experience building, modifying and optimising SQL statements to investigate issues, validate data and support client-facing resolutions. Hands-on experience with Oracle PL/SQL and database-related troubleshooting in a client support or application support context. Track record of delivering high-quality client service against agreed SLAs, KPIs and customer satisfaction expectations. Experience leading or supporting remote employees is advantageous. Familiarity with the property, real estate or software industry is advantageous. 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!