At a Glance
- Tasks: Manage customer support, resolve enquiries, and improve support operations using data-driven insights.
- Company: Join Qflow, a pioneering tech company transforming the construction industry.
- Benefits: Remote-first work, competitive salary, and opportunities for professional growth.
- Other info: Dynamic team environment with potential for permanent position.
- Why this job: Make a real impact in construction with cutting-edge technology and data insights.
- Qualifications: Experience in customer support and a passion for problem-solving.
The predicted salary is between 35000 - 45000 £ per year.
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
Customer Support Manager employer: Qualis Flow (Qflow)
Qualis Flow (Qflow) is an exceptional employer that champions innovation and sustainability in the construction industry. With a strong focus on employee growth, we offer a collaborative work culture where your contributions directly impact our mission to enhance efficiency through AI/ML solutions. Located in a vibrant area, we provide competitive benefits and a supportive environment that fosters continuous learning and development.
