Customer Support Manager - Remote

Customer Support Manager (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, 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 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 

💸 Salary up to £40,000, 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.