Customer Care Manager

Customer Care Manager position at DRAMS Software, leading and evolving customer support operations, managing support teams, and driving service excellence.

Requirements

• 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.

Benefits

• Competitive base salary
• 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