Customer Care Manager

Cprvision; Aberdeen City; Hybrid; GBP 50,000 - 55,000; Full time

Benefits offered by this job

Competitive base salary + discretionary bonus

32 days holiday, increasing to 34

Private healthcare insurance

5% employer pension contribution

Work from home equipment allowance

Job summary

A leading software company is seeking a strategic Customer Care Manager to lead support operations and enhance customer satisfaction. This role involves managing a talented team, overseeing application releases, and embedding best practices for a high-quality support experience. With a focus on growth and continuous improvement, the successful candidate will lead efforts in IT service management and collaboration across functions. Enjoy competitive benefits including a remote-first culture, extensive leave, and strong personal development opportunities.

Qualifications

• 5+ years in senior support or service delivery roles.
• Experience with application support teams.
• Strong working knowledge of ITSM practices.

Responsibilities

• Manage the day-to-day performance of the Customer Care team.
• Coordinate application installations and upgrades.
• Drive consistency and effectiveness in support.

Skills

Leadership

Customer Satisfaction

IT Service Management

Analytical Skills

Communication

Education

Diploma in Information Technology or Business

Tools

Jira

Salesforce

Job description

Customer Care Manager page is loaded## Customer Care Managerlocations: Remote, United Kingdom, Scotlandtime type: Full timeposted on: Posted Todayjob requisition id: R51243**Omegro Business Unit:****Job Description:****Location:** Aberdeen (Hybrid) / UK (Remote)**Full Time:** 5 days/week**Pay:** £50,000 - £55,000 per annum depending on skills and experienceAt 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 allowanceWe 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!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.If you're passionate about leading with purpose, building strong teams, and driving service excellence, we'd love to hear from you.*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 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.**Omegro is a buy-and-grow acquirer of the world’s most impactful software companies. Our purpose is growth over the long term; in ourselves and our colleagues, in the businesses we acquire and operate, and in the stakeholder value we create. At Omegro we are all about finding the right people for the right role and allowing them the opportunity to directly contribute to the success of our organization. Our employees are experts in their field, passionate about what they do and always looking for new and better ways to solve our industry's problems.**Progressive Career Path** From onboarding throughout the employee lifecycle. Omegro is a people-first portfolio, so the value we deliver for our employees is providing a place for personal growth and career development for all team members.**Knowledge Sharing** We foster a culture of collaboration and learning. You will have numerous opportunities to share best practices through company events and functional activities along with your day-to-day interactions with colleagues.**Omegro is a culture of cultures** We understand and respect that each business in our portfolio has a unique culture. We strive to protect and nurture these cultures, ensuring that our companies retain their individual brand identities within the wider Omegro family, making you feel a part of something bigger.**Competitive salaries and benefits** Some of these benefits include bonus plans, flexible, hybrid or remote working In all of