At a Glance
- Tasks: Lead and evolve customer support operations, ensuring smooth deployments and outstanding experiences.
- Company: Join DRAMS Software, a leader in innovative solutions for spirit producers.
- Benefits: Enjoy competitive salary, remote work, generous holiday, and comprehensive health benefits.
- Other info: Be part of a diverse team that values collaboration and personal development.
- Why this job: Make a real impact in a supportive, growth-focused environment with global opportunities.
- 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 onboarding 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!
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.
As part of the senior leadership team, you’ll align support operations with business goals, champion IT Service Management (ITSM) best practices, and guide a high-performing support team to deliver outstanding customer experiences.
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.
Values: 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 focusing 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: Incognito Software Systems Inc
At DRAMS Software, we pride ourselves on being an exceptional employer that prioritises our people and fosters a culture of collaboration and innovation. With a remote-first approach, competitive benefits, and a commitment to personal and professional growth, we empower our employees to thrive in their careers while contributing to our mission of revolutionising the spirits industry. Join us in a dynamic environment where your contributions are valued, and you can make a meaningful impact.
Contact Details:
Incognito Software Systems Inc Recruitment Team
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 other platforms. Let them know you're on the hunt for a Customer Care Manager role and ask if they can refer you to any opportunities. Personal connections can make all the difference!
✨Tip Number 2
Prepare for interviews by researching the company inside out. Understand their products, values, and recent news. This will help you tailor your answers and show that you're genuinely interested in DRAMS Software and its mission.
✨Tip Number 3
Practice your interview skills with a friend or in front of a mirror. Focus on articulating your experience in managing support teams and driving service excellence. The more comfortable you are, the better you'll perform when it counts!
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining our team at DRAMS Software. Let's get you that Customer Care Manager role!
We think you need these skills to ace Customer Care Manager
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that align with the Customer Care Manager role. Highlight your leadership experience in support operations and any relevant ITSM practices you've implemented.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you're passionate about customer care and how you can contribute to our team. Share specific examples of how you've driven service excellence in previous roles.
Showcase Your Communication Skills:Since this role involves liaising with various teams, demonstrate your excellent communication skills in your application. Use clear and concise language to convey your ideas and experiences.
Apply Through Our Website:We encourage you to apply directly through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any updates!
How to prepare for a job interview at Incognito Software Systems Inc
✨Know Your Stuff
Before the interview, make sure you understand DRAMS Software's products and services. Familiarise yourself with their customer care operations and how they align with IT Service Management best practices. This will show that you're genuinely interested and prepared.
✨Showcase Your Leadership Skills
As a Customer Care Manager, you'll need to lead a team effectively. Prepare examples of how you've successfully managed teams in the past, focusing on your coaching and development strategies. Highlight any improvements you've driven in service delivery or customer satisfaction.
✨Be Ready for Scenario Questions
Expect questions that ask how you'd handle specific situations, like managing a difficult customer or coordinating a software release. Think through potential scenarios beforehand and outline your structured approach to problem-solving and prioritisation.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready. Inquire about the team's current challenges or how success is measured in the role. This not only shows your interest but also helps you gauge if the company culture aligns with your values.
