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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

application supportITSM practicesITILsoftware release managementstructured support processescloud-based environmentscustomer feedback analysisKPI monitoringincident managementproblem management

Soft Skills

interpersonal skillscommunication skillscoachingcareer developmentproblem-solvingorganisational skillsresilienceteam engagementleadershipprioritisation

Certifications

Diploma in Information Technologydegree in BusinessITIL certification