At a Glance
- Tasks: Lead and evolve customer support operations, ensuring smooth deployments and outstanding experiences.
- Company: Join DRAMS Software, a pioneering tech company with a strong commitment to innovation and customer satisfaction.
- Benefits: Enjoy competitive salary, remote work, generous holiday, and comprehensive health benefits.
- Other info: Be part of a supportive team that values growth, collaboration, and personal development.
- Why this job: Make a real impact in a dynamic environment while growing your career within a global group.
- Qualifications: 5+ years in service delivery leadership, strong ITSM knowledge, and excellent communication skills.
The predicted salary is between 50000 - 55000 £ per year.
Location: Aberdeen (Hybrid) / UK (Remote)
Full Time: 5 days/week
Pay: £50,000 - £55,000 per annum depending on skills and experience
At DRAMS Software, we’re revolutionising the way maturing spirit producers manage their bulk inventory and maturation warehouses. Our solutions are trusted by a number of high-profile UK and international companies including Beam Suntory, Bacardi, Campari, William Grant & Sons, Whyte & Mackay, and Glenmorangie. With a strong commitment to customer satisfaction, quality and collaboration, we’re proud to be growing our company globally, whilst staying true to our Scottish roots and values.
We understand that building a truly unique and dedicated system requires a diverse team of talented individuals to make it happen. At DRAMS, we put our people first, creating an environment where everyone feels valued, empowered, and supported. As a remote-first organisation, we offer opportunities for personal and professional growth, guided by transparent and approachable leadership. With our unique industry position and commitment to innovation and customer-centricity, DRAMS Software is a place where your career can thrive.
You’ll enjoy excellent benefits including:
- Competitive base salary + a market-leading discretionary bonus
- Remote-first working
- 32 days holiday (including flexible bank holidays), increasing to 34 after 1 year
- Progressive parental leave policies
- Company sick pay, private healthcare insurance + virtual GP, wellbeing support (incl. discounted gym memberships), life assurance, & income protection
- 5% employer pension contribution
- Regular in-person team events
- Funded training and development programs
- Work from home office equipment allowance
We believe in fostering each other’s strengths and trusting each other to deliver great results, no matter where you’re based. With 30 colleagues working remotely and in hybrid roles across the UK, we’ve built a comprehensive on-boarding process to set you up for success. You’ll not only get the opportunity to make a key contribution to the way we run our business locally, but we also form part of the global Volaris Group which means you’ll be able to navigate your future career within the wider group too – the best of both worlds we think!
What will I be doing day-to-day?
We're looking for a strategic and service-driven Customer Care Manager to lead and evolve our customer support operations. In this critical leadership role, you’ll take ownership of application support, system upgrades, hosted service delivery, and release management—ensuring that DRAMS deployments are smooth, well-communicated, and effectively supported.
Main Duties include (but are not limited to):
- Lead Support Operations: Manage the day-to-day performance of the Customer Care team, delivering timely, high-quality application support and fostering a customer-first culture.
- Oversee Releases & Upgrades: Coordinate application installations, upgrades, and release communications to ensure smooth deployments and minimal disruption.
- Embed ITSM Practices: Drive consistency and effectiveness in support through structured incident, problem, and change management processes.
- Manage Hosted Services: Act as the main liaison with our external infrastructure partner, ensuring customer environments are secure, reliable, and well-supported.
- Track Performance & Drive Improvement: Monitor KPIs such as response times and customer satisfaction, using insights to improve service delivery and proactively address recurring issues.
- Lead & Develop the Team: Build a high-performing support function through effective recruitment, coaching, and career development initiatives.
- Collaborate Across Functions: Work closely with Product, Development, Sales, and Professional Services to align support with broader business and customer goals.
- Ensure Financial Accountability: Monitor support costs, contribute to forecasting, and ensure accurate tracking of billable work and customer configurations.
We’d love to chat if you have:
- 5+ years in a senior support or service delivery leadership role within a software or IT services environment.
- Relevant tertiary qualification (minimum Diploma level; degree preferred), ideally in Information Technology, Business, or another related field.
- Proven experience managing application support teams and customer environments in a hosted or cloud-based setting.
- Strong working knowledge of ITSM practices and frameworks (e.g. ITIL), with experience implementing structured support processes.
- Demonstrated ability to plan and manage software releases and communicate technical changes to customers and internal teams.
- Experience working with third-party service providers or infrastructure partners and managing service accountability.
- Excellent interpersonal and communication skills, with the ability to engage effectively across technical and non-technical teams.
- Proficiency in support tooling and CRM platforms (e.g. Jira, Salesforce).
- Strong analytical skills, with the ability to use performance data and customer feedback to drive decisions.
- Organised and resilient, with a structured approach to problem-solving and prioritisation.
We value people with a growth mindset who listen, learn, and seek to improve. Successful people in our team listen, support, and value their colleagues, communicating openly and honestly, taking pride in their work, and focussing on meeting the needs of our customers and our business.
Be inspired, be valued, and be part of something extraordinary with us.
If you think you are the right fit for this role, please click ‘Apply’ and submit your CV via the online application process.
DRAMS reserves the right to enhance the criteria as necessary to facilitate the shortlisting process.
DRAMS is proud to be an Equal Opportunities Employer.
Customer Care Manager employer: Drams Software Limited
At DRAMS, we pride ourselves on being an exceptional employer, offering a supportive and empowering work culture that prioritises the well-being and growth of our team members. With a remote-first approach, flexible working hours, and a comprehensive benefits package including generous holidays and professional development opportunities, we ensure that our Implementation Specialists can thrive both personally and professionally. Join us in Scotland and be part of a dynamic team that values innovation and collaboration while working with some of the world's leading spirits producers.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Manager
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the hunt for a Customer Care Manager role. You never know who might have a lead or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching DRAMS Software and its culture. Understand their commitment to customer satisfaction and how you can contribute to that. Tailor your responses to show how your experience aligns with their values.
✨Tip Number 3
Practice your pitch! Be ready to explain how your skills in managing application support and leading teams can drive service excellence at DRAMS. Keep it concise and impactful—first impressions matter!
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can set you apart from other candidates. Mention something specific from your conversation to remind them of your fit for the role.
We think you need these skills to ace Customer Care Manager
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the Customer Care Manager role. Highlight your experience in managing support teams and any relevant ITSM practices you've implemented. We want to see how your skills align with our needs!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer care and how you can contribute to our team. Be genuine and let your personality come through—this is your moment to connect with us.
Showcase Your Achievements:Don’t just list your responsibilities; showcase your achievements! Use specific examples of how you've improved customer satisfaction or streamlined support processes. We love seeing quantifiable results that demonstrate your impact.
Apply Through Our Website:We encourage you to apply through our website for a smooth application process. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Drams Software Limited
✨Know Your Stuff
Before the interview, make sure you understand DRAMS Software's products and services. Familiarise yourself with their customer care approach and how they align with IT Service Management (ITSM) best practices. This will show your genuine interest and help you answer questions more effectively.
✨Showcase Your Leadership Skills
As a Customer Care Manager, you'll need to demonstrate your ability to lead and develop teams. Prepare examples of how you've successfully managed support operations in the past, focusing on team performance, coaching, and fostering a customer-first culture.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and decision-making abilities. Think about past experiences where you had to manage software releases or handle customer complaints, and be ready to discuss how you approached those situations.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions prepared. Inquire about the company's future goals, team dynamics, or how they measure success in customer care. This not only shows your interest but also helps you gauge if the company is the right fit for you.
