Customer Care Manager

Be-Resourcing is proud to present a Scottish-based software company at the forefront of digital transformation in the spirits industry. This organisation is looking for an experienced Customer Care Manager which can be based in Aberdeen on a Hybrid basis, or across Scotland/the UK on a fully remote basis. This role is full time, paying between £50,000 - £55,000 per annum (DOE) plus bonus and benefits.

This innovative business is redefining how maturing spirit producers manage their bulk inventory and maturation warehouses. Their software is trusted by some of the most recognisable names in the global drinks industry, and they continue to grow internationally while staying grounded in their Scottish heritage. With a remote-first culture and a strong focus on collaboration, quality, and customer satisfaction, this is a company where your career can thrive.

The Role

This is a strategic leadership opportunity for a Customer Care Manager to take ownership of customer support operations. You’ll lead a high-performing team responsible for application support, hosted service delivery, system upgrades, and release management; ensuring smooth, well-communicated deployments and exceptional customer experiences.

You’ll also contribute to the company’s leadership team, with quarterly in-person strategy sessions and occasional travel to Aberdeen and other team events. A valid driving licence and access to a car are required.

Key Responsibilities:

• Lead the Customer Care team, ensuring timely, high-quality support
• Oversee software releases, upgrades, and communications
• Implement and embed ITSM best practices (incident, problem, and change management)
• Manage hosted services in collaboration with an external infrastructure partner
• Monitor KPIs and customer satisfaction to drive continuous improvement
• Recruit, coach, and develop team members
• Collaborate with Product, Development, Sales, and Professional Services teams
• Track support costs, forecast accurately, and manage billable work

What We’re Looking For:

• 5+ years in a senior support or service delivery leadership role (software/IT services)
• Diploma or degree in IT, Business, or a related field
• Experience managing application support in hosted/cloud environments
• Strong knowledge of ITSM frameworks (e.g. ITIL)
• Proven ability to manage software releases and communicate technical changes
• Experience working with third-party service providers
• Excellent communication and interpersonal skills
• Proficiency in tools such as Jira and Salesforce
• Analytical mindset with a structured approach to problem-solving
• Organised, resilient, and customer-focused.

Why You’ll Want to Join:

• Competitive base salary plus a market-leading discretionary bonus
• Remote-first working with quarterly in-person strategy sessions
• 32 days holiday (including flexible bank holidays), increasing to 34 after one year
• Progressive parental leave policies
• Private healthcare, virtual GP access, wellbeing support, life assurance, and income protection
• Discounted gym memberships
• 5% employer pension contribution
• Regular team events, including a Summer Fun Day and end-of-year celebration
• Funded training and development
• Home office equipment allowance

You’ll be joining a close-knit team of around 30 people working remotely and in hybrid roles across the UK. A comprehensive onboarding process ensures you’re set up for success from day one. As part of a wider global group, you’ll also have access to broader career development opportunities.

If you're ready to lead with purpose and make a real impact, apply direct today!