Customer Care Manager - Remote

Overview

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Customer Care Manager - REMOTE. In this pivotal role, you will be leading the customer support operations, ensuring that our services are delivered with efficiency and excellence. You will manage a team dedicated to enhancing customer satisfaction and support through effective strategies. This is a unique opportunity to shape the customer service experience and drive service excellence within a forward-thinking organization. Your leadership will not only influence the team but also align with the business goals, making a significant impact on our global operations.

In Short

• Lead Support Operations: Manage the performance of the Customer Care team, ensuring high-quality application support and a customer-first culture.
• Oversee Releases & Upgrades: Coordinate application installations and communications for smooth deployments.
• Embed ITSM Practices: Implement structured incident, problem, and change management processes for effective support.
• Manage Hosted Services: Act as liaison with external infrastructure partners to secure and support customer environments.
• Track Performance & Drive Improvement: Monitor KPIs and address recurring issues to enhance service delivery.
• Lead & Develop the Team: Recruit, coach, and foster career development within the support function.
• Collaborate Across Functions: Partner with various departments to align support with business and customer goals.
• Ensure Financial Accountability: Monitor costs and track billable work for accurate financial oversight.

Requirements

• 5+ years in a senior support or service delivery leadership role in software or IT services.
• Relevant tertiary qualification (minimum Diploma; degree preferred) in IT, Business, or related fields.
• Experience managing application support teams in a cloud-based setting.
• Strong knowledge of ITSM practices (e.g., ITIL) and structured support processes.
• Ability to manage software releases and communicate technical changes effectively.
• Experience with third-party service providers or managing service accountability.
• Excellent communication skills for effective engagement across teams.
• Proficiency in support tooling and CRM platforms (e.g., Jira, Salesforce).
• Strong analytical skills to drive decisions based on performance data.
• Organized and resilient with a structured problem-solving approach.

Benefits

• Competitive base salary + market-leading discretionary bonus.
• Remote-first working environment.
• 32 days of holiday (including flexible bank holidays), increasing to 34 after 1 year.
• Progressive parental leave policies.
• Company sick pay, private healthcare insurance, virtual GP, and wellbeing support.
• 5% employer pension contribution.
• Regular in-person team events.
• Funded training and development programs.
• Work from home office equipment allowance.