At a Glance
- Tasks: Manage customer support, ensuring timely and high-quality assistance while improving operations.
- Company: Join Qflow, a tech company transforming the construction industry with data-driven insights.
- Benefits: Flexible compensation, remote-first work, 25 days leave, private medical insurance, and more.
- Other info: Dynamic team culture with opportunities for learning, development, and career progression.
- Why this job: Make a real impact in construction by enhancing customer experiences with cutting-edge technology.
- Qualifications: Experience in customer support, excellent communication skills, and a data-driven mindset.
The predicted salary is between 40000 - 50000 £ 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 & 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 Hub Spot 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 Saa S 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 Saa S.
- Experience working with CRM platforms such as Hub Spot.
- 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
- 🤒 Paid sick leave
- 🩺 Private medical insurance
- 🏥 Critical illness and life insurance
- 💰 Pension contribution up to 7%
- 👥 Enhanced family policy
- 🙋 Paid volunteering days
- ✈️ We offer up to 90 days of overseas working
- 🌎 We’ll offset your annual carbon footprint on your behalf via Ecologi
- 📚 Learning & development and career progression opportunities
- 🤩 Company social events (online and in person!)
- Our promise
Creating an environment where everyone feels valued, respected and heard is at the forefront of everything we do.
We are committed to providing equal employment opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status.
We created a culture that extends to all aspects of our operations, including step-free access, as we believe that everyone should have equal opportunities to access our facilities, services, and digital platforms.
Important Notice: No Recruitment Agencies
We kindly request that recruitment agencies refrain from contacting us regarding this job posting.
We are solely interested in direct applications from candidates.
Any unsolicited communication or resumes received from agencies will not be considered or acknowledged.
We encourage candidates to apply directly through the provided application process.
Thank you for your understanding.
Customer Support Manager in Liverpool 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.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Manager in Liverpool
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Qualis Flow (Qflow). Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Qualis Flow (Qflow) before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Support Manager in Liverpool
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Qualis Flow (Qflow):Your cover letter is your chance to shine! Tell us why you want to work at Qualis Flow (Qflow) specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Qualis Flow (Qflow)!
How to prepare for a job interview at Qualis Flow (Qflow)
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
