REMOTE FIRST / COMMERCIAL TEAM / FULL-TIME
Who are we?
At Qflow we’re on a mission to transform one of the world’s most pollutive industries: Construction. We help them cut waste and reduce their carbon emissions by providing construction and development teams with the data driven insights they need to deliver productive, profitable, and sustainable projects. Our team combines construction experience with software engineering and cutting-edge data science to deliver real-time alerts to risks and opportunities during construction.
After successfully raising an oversubscribed Series A investment round, our technical team is now growing. We are seeking a talented Customer Support Manager who is eager to contribute to building a sustainable future. If you are passionate about sustainability, believe that with cutting-edge technology we can address tangible issues, you value radical transparency, unstoppable tenacity and encourage collaboration and curiosity within your team, this opportunity is tailor-made for you.
Your team and your role
The mission of the Customer Success team is to provide remote and in-person support services to our customers that helps them achieve desirable outcomes and measurable value from deploying Qflow across their projects.
As Customer Support Manager, you will be offering 1st line email and telephone support to Qflow customers, helping to maintain high levels of happiness, stickiness, and overall satisfaction to ultimately protect our Monthly Recurring Revenue (MRR) stream by minimising customer churn. You will also support the wider Commercial team on admin tasks and projects to support new customer acquisition efforts.
You’ll be part of our Commercial team and will collaborate closely with Customer Success Managers, as well as our Marketing and BDMs, and report to the Growth Director.
In a typical week you’ll be busy with the following:
- Provide 1st line Helpdesk support to Qflow customers to address concerns regarding the use of Qflow following project go-live. Manage these queries and requests within Zendesk to track and resolve all incoming tickets.
- Develop and implement processes to prioritise and score customer queries and issues to ensure they can be addressed in the most efficient manner in order of priority.
- Conduct quarterly Customer Satisfaction Surveys across our client base, collate feedback, analyse results and present the findings in the appropriate format to support management decision-making.
- Compile training packs for clients and ensure these are regularly updated with any relevant product updates.
- Manage the Help Centre and create, manage and maintain the materials used to facilitate customers’ engagement with the Qflow product, and various FAQ and How-To guides.
- Manage the Qflow Support Inbox to field technical support questions and queries in a timely manner.
- Provide the Customer Success and Product team with regular feedback on the most common and pressing customer concerns and queries to support Product Roadmap decisions. Use data and reports from within Zendesk to help report on customer interactions.
- Work closely with the Marketing team to produce regular customer communications including quarterly product updates and newsletters.
- Ensure Monday.com and HubSpot are up to date with accurate customer information.
- Provide supplementary training to customers and their supply chain organisations.
- Compile monthly updates / project insight reports for Enterprise customers.
- Collaborate with the Marketing team to further develop and enhance the Support section of the Qflow Portal with How-To guides, instructional videos and other self-service online resources.
Your skills
- Excellent written and verbal communication skills.
- Organisational skills, including time-management, prioritisation of daily and weekly tasks and attention to detail.
- Strong active listening skills.
- Comfortable and competent in interpreting customer data, and pulling data insight reports together for customers.
- Process oriented with the ability to leverage opportunities for automation whilst coming with innovative ways to improve the overall Customer Support function.
- A customer-centric approach to problem-solving and experience in managing customer issues.
- A person who thrives in a fast-paced, scale-up environment.
- Positive and proactive, ready to use your initiative to get things done.
- Enjoy collaborating with other teams.
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.
