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For Companies 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 ÂŁ per year.
Location: Aberdeen (Hybrid) / UK (Remote)
Full Time: 5 days/week
Pay: ÂŁ50,000 - ÂŁ55,000 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
Contact Detail:
Volaris Group Recruiting 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 people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching DRAMS Software and understanding their customer care philosophy. Tailor your answers to show how your experience aligns with their values and goals.
✨Tip Number 3
Practice your pitch! Be ready to explain how your skills can help lead and evolve their customer support operations. Confidence is key, so rehearse until it feels natural.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take that extra step to engage with us directly.
We think you need these skills to ace Customer Care Manager
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Care Manager role. Highlight your relevant experience in managing support teams and your knowledge of ITSM practices. We want to see how your skills align with our mission at DRAMS Software!
Showcase Your Achievements: Don’t just list your responsibilities; share specific achievements that demonstrate your impact in previous roles. Whether it’s improving customer satisfaction scores or successfully leading a project, we love to see quantifiable results that show what you can bring to our team.
Be Authentic: Let your personality shine through in your application. We value open and honest communication, so don’t be afraid to express your passion for customer care and how you can contribute to our culture at DRAMS Software. We’re looking for someone who fits in with our values!
Apply Through Our Website: For the best chance of success, make sure to apply directly through our website. This helps us keep track of applications and ensures you’re considered for the role. Plus, it’s super easy and straightforward—just a few clicks and you’re on your way to joining our amazing team!
How to prepare for a job interview at Volaris Group
✨Know Your Stuff
Before the interview, dive deep into DRAMS Software's products and services. Understand their customer care philosophy and how they align with IT Service Management best practices. This will help you demonstrate your knowledge and show that you're genuinely interested in the role.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led support teams in the past. Highlight specific instances where you improved service delivery or implemented structured support processes. This will illustrate your capability to manage and develop a high-performing team.
✨Be Ready for Scenario Questions
Expect questions that assess your problem-solving skills and ability to handle customer issues. Think of scenarios where you had to manage software releases or communicate technical changes effectively. Practising these responses will help you feel more confident during the interview.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready about the company's culture, team dynamics, or future projects. This shows your enthusiasm for the role and helps you gauge if DRAMS Software is the right fit for you.