Customer Support Manager : 12m FTC – Maternity Cover, with Potential to Become Permanent.
Remote-first | Commercial Team | Full Time
Who are we?
At Qflow we’re on a mission to transform one of the world’s most impactful industries: Construction. We’re providing easily captured, data-driven insights, empowering the industry to make better decisions – ultimately delivering increased quality, efficiencies, cost savings, and cost and risk avoidance. Our team combines construction experience with software engineering, artificial intelligence, and cutting-edge data science to deliver real-time alerts to risks and opportunities during construction.
Having established our one-of-a-kind solution as a ‘must have’ tool for the major Tier 1 contractors, developers and utilities companies in the UK, we’re also building a strong book of business with key logos in the US and internationally. Deployed across £billions worth of projects worldwide.
We are seeking a talented Customer Support Manager who is eager to contribute to making a difference to the construction industry. You will be an integral part of the Commercial function, employing proven processes to achieve success.
If you are passionate about the industry, or just data and quality in general, and you believe that with cutting-edge technology we can address tangible issues, this opportunity is tailor-made for you.
Your team and your role
Our Customer Success team exists to ensure customers achieve measurable value from Qflow from day one.
As Customer Support Manager, you’ll own the day-to-day customer support experience, ensuring customers receive timely, high-quality support while continuously improving our support operations.
This is an ideal role for someone who enjoys solving customer problems, building scalable processes, analysing trends and working cross-functionally to improve the customer experience.
You’ll work closely with Customer Success, Product, Marketing and Sales, reporting to the Head of Customer Success.
What You’ll Be Doing
Customer Support
- Own and manage our Zendesk support desk, ensuring customer enquiries are resolved quickly and professionally.
- Deliver first-line support via email, escalating technical issues where appropriate.
- Monitor support performance against SLAs and identify opportunities to improve response and resolution times.
- Prioritise incoming issues based on customer impact and business urgency.
Continuous Improvement
- Identify recurring customer issues and work with Product and Engineering to improve the customer experience.
- Analyse support data and trends to recommend improvements to our product, documentation and internal processes.
- Build scalable support processes as Qflow continues to grow.
- Explore opportunities for automation and AI within the support function.
Customer Enablement
- Maintain and continuously improve our Help Centre, FAQs and knowledge base.
- Create customer training materials, guides, and videos & product tours that encourage self-service.
- Deliver supplementary customer training sessions where required.
- Support customer onboarding alongside the Customer Success team.
Customer Insight
- Conduct biannual quarterly customer satisfaction surveys and analyse feedback.
- Produce regular reports on customer health, support trends and product feedback.
- Share customer insights with Product, Customer Success and Leadership to influence product roadmap priorities.
Commercial Collaboration
- Keep HubSpot and Monday.com updated with accurate customer information.
- Support the Commercial team with customer communications, including product updates and newsletters.
- Assist Customer Success Managers with reporting including compiling quarterly value review presentations for Enterprise customers where required.
What We’re Looking For
We’re interested in people who are curious, organised and passionate about delivering an outstanding customer experience.
You’ll likely bring:
- Experience managing customer support within a SaaS or technology business.
- Experience using customer support platforms such as Zendesk.
- Excellent written and verbal communication skills.
- Strong organisational skills and the ability to prioritise effectively.
- A data-driven mindset, with confidence analysing customer trends and reporting insights.
- Experience creating customer documentation and self-service resources.
- A proactive approach to improving processes and introducing automation.
- A collaborative working style and the ability to influence across multiple teams.
- Comfort working in a fast-paced scale-up environment.
Nice to Have
- Experience in B2B SaaS.
- Experience working with CRM platforms such as HubSpot.
- Experience supporting construction, engineering or industrial technology customers.
- Knowledge of customer success metrics including CSAT, NPS and ticket SLA reporting.
Our offer
Compensation flexible, depending on experience
Remote-first team (we enjoy meeting up from time to time in our London HQ and we would love to see you there too!)
Company laptop and tools
️ 25 days annual leave + 3 days company closure at Christmas + bank holidays
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