At a Glance
- Tasks: Lead and evolve customer support operations, ensuring smooth deployments and outstanding experiences.
- Company: Join DRAMS Software, a pioneering company in the spirits industry with a strong commitment to customer satisfaction.
- Benefits: Enjoy a competitive salary, remote work, generous holiday, and comprehensive health benefits.
- Other info: Be part of a diverse team that values growth, collaboration, and innovation.
- Why this job: Make a real impact in a dynamic role while growing your career in a supportive environment.
- Qualifications: 5+ years in a senior support role, 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
About DRAMS Software
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. 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.
Benefits
- 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
Role Overview
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
- 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.
Qualifications & Experience
- 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 focussing on meeting the needs of our customers and our business. Be inspired, be valued, and be part of something extraordinary with us.
Equal Opportunities
DRAMS is proud to be an Equal Opportunities Employer.
Customer Care Manager employer: Volaris Group
Volaris Group is an excellent employer that fosters a culture of innovation and collaboration, making it an ideal place for Senior Software Engineers to thrive. With a focus on employee growth and development, the company offers opportunities to work with cutting-edge AI technologies while contributing to impactful projects like the Gold-Vision CRM platform. Located in a dynamic environment, Volaris Group encourages a proactive approach and values the contributions of its team members, ensuring a rewarding and meaningful career path.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Volaris Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Volaris Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Care Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Volaris Group:Your cover letter is your chance to shine! Tell us why you want to work at Volaris Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Volaris Group!
How to prepare for a job interview at Volaris Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
