MRI Software

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.

MRI Software is seeking a highly organised and detail-oriented Operations Analyst to provide operational support to our EMEA Client Support Management team. This is joining our established Operations function based in Cape Town. The successful individual will play a key role in driving efficiencies, maintaining critical support processes, and contributing to the smooth operation of the client support function.

This role requires excellent communication skills, strong analytical ability, proficiency in Microsoft Excel, and a proactive, problem-solving mindset. The position will involve cross-functional collaboration with leadership, support teams, and departments across the business.

Key Responsibilities

• Provide regular and ad-hoc reporting to support client support management decision-making.
• Monitor and analyse key operational metrics, including Voice of the Customer (VOC) feedback, case trends, and escalation reasons.
• Prepare internal and client-facing reports; track recruitment activity on behalf of senior leadership.
• Maintain, update, and improve operations-related documentation, including processes, procedures, concierge resources, and training plans.
• Track expiring contracts in Salesforce and ensure timely follow-up.
• Liaise with Account Managers to obtain missing assets or documents related to client records.
• Monitor closed support cases for client responses and ensure appropriate actions are taken.
• Administer AWS and omnichannel access for joiners and leavers.
• Update and manage email distribution lists, system environments, and case configuration settings in Salesforce.
• Support SLA/OLA tracking and reporting.
• Assist with Root Cause Analysis (RCA) activities and the implementation of related action items.
• Contribute to process improvement by identifying inefficiencies and recommending changes.
• Coordinate and support initiatives across Professional Services, Product Support, and Training teams as required.

Required Skills & Experience

• Proven experience in an operational, analytical, or administrative support role—ideally within a software or technical environment.
• Strong proficiency in Microsoft Excel (pivot tables, formulas, formatting) and broader Microsoft Office tools.
• Excellent written and verbal communication skills.
• Demonstrated ability to identify trends in data and translate them into actionable insights.
• Exceptional organisational and time-management abilities, with the capacity to manage multiple tasks concurrently.
• Attention to detail and a high standard for accuracy and data quality.
• Ability to work both independently and collaboratively with cross-functional teams.
• Strong sense of initiative with a solution-oriented approach to work.
• Comfortable working in a fast-paced, changing environment with evolving priorities.
• Experience with Salesforce and/or Power BI is beneficial but not essential.

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!

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?

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.