Customer Care Manager

We're looking for a strategic and service-driven Customer Care Manager to lead and evolve our customer support operations, including application support, system upgrades, hosted service delivery, and release management.

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.
• Strong working knowledge of ITSM practices and frameworks (e.g. ITIL), with experience implementing structured support processes.
• 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 + 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