Customer Service Agent responsible for phone and email communication with customers. Advising on publishing products and ensuring customer satisfaction in a hybrid environment.
About the role
- Customer Care Manager leading and evolving support operations for DRAMS Software. Managing application support, system upgrades, and ensuring smooth service delivery.
Responsibilities
- Manage the day-to-day performance of the Customer Care team, delivering timely, high-quality application support and fostering a customer-first culture.
- Coordinate application installations, upgrades, and release communications to ensure smooth deployments and minimal disruption.
- Drive consistency and effectiveness in support through structured incident, problem, and change management processes.
- Act as the main liaison with our external infrastructure partner, ensuring customer environments are secure, reliable, and well-supported.
- Monitor KPIs such as response times and customer satisfaction, using insights to improve service delivery and proactively address recurring issues.
- Build a high-performing support function through effective recruitment, coaching, and career development initiatives.
- Work closely with Product, Development, Sales, and Professional Services to align support with broader business and customer goals.
- Monitor support costs, contribute to forecasting, and ensure accurate tracking of billable work and customer configurations.
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 + 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
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