Customer Care Manager
On-siteIsle of Man, Scotland, United Kingdom of Great Britain and Northern Ireland
Job Summary
Lead, coach, and develop the Customer Care team while owning and evolving PDMS' Customer Care strategy and approach. Ensure excellent service delivery, SLA compliance, and customer satisfaction by acting as a senior escalation point for customers and support staff. Drive continuous improvement across processes and standards, build strong client relationships, and lead service reviews. Support contract renewals, retention activities, and commercial decision-making while collaborating with Professional Services, R&D, and Sales & Marketing. Establish meaningful KPIs and provide management insight on team and customer performance. This role requires 2+ years of people management and 3+ years with helpdesk or ITSM platforms in a software or SaaS environment.
Required Qualifications
- Leadership experience within Customer Care, Support, Service Delivery or a similar function
- Strong understanding of customer support, SLAs, contracts and renewals
- 3+ years' experience with helpdesk or ITSM platforms and escalation management
- 2+ years of people management
- Excellent communication and stakeholder management skills
- Strong coaching, mentoring and people development capability
- Commercial awareness and the ability to balance customer and business needs
- Strong organisational skills and the ability to prioritise effectively
- Experience in a software, SaaS or Managed Services environment
Desired Qualifications
- ITIL certification
- Experience of AI-enabled service operations
- Leadership qualifications or training
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