Job Description

Customer Support Manager

Evolve Dynamics is an engineering company specialising in UAV systems - aircraft, payloads and software, based in the United Kingdom. We provide best in class mission specific surveillance and special purpose aircraft of different types and sizes, as well as camera modules and other payloads, for public sector services, private security and defence. Our customers include UK police, fire fighters, Ministry of Defence as well as other NATO police forces and defence organisations. We also heavily support Ukraine, where we have many users. Innovation and perfection is in our DNA and we are one of the leading UAS companies in the world. We have been going since 2016 and have over 60 staff globally. We cover multiple engineering disciplines from mechanical, aerodynamics, electronics, radio, software, including AI and many other niches.

We are seeking a highly skilled and experienced Customer Support Manager looking to leave a lasting mark on the industry and their career. Innovation and cutting edge technology is what we do on a daily basis as well as often solving seemingly impossible problems. Thinking outside the box is key.

This is a full time position, based in Farnham, Surrey. Hours 0900 to 1730 GMT Monday to Friday (however, there is a degree of flexibility and consideration will be given to adjusting these hours to suit the needs of the successful candidate).

Personality Profile:

Methodical and structured Calm and stable approach all at times Reliable and conscientious Flexible and able to manage changing priorities Continuous improvement mindset Always using common sense and logical approach A team player Attention to detail Outstanding verbal and written communication skills

Skills / Experience (with demonstrable examples):

Customer engagement/management Technical/engineering background High-paced customer support Ability to articulate Technical and Sales queries to internal stakeholders SLA management Multi-channel support communications

Role:

Reporting into the COO, as the Customer Support Manager you will be ultimately responsible for all aspects of customer support. This will predominantly be monitoring support channels, liaising with customers and internal teams to provide an excellent level of service to customers.

Responsibilities:

Customer Service:

Ensuring the team provides timely, accurate, and professional support to customers. Handling escalated customer complaints and complex issues. Responding to customer inquiries via phone, email, live chat, or social media. Assisting customers with product setup, operation, troubleshooting, and maintenance by leveraging internal resources/expertise.

Quality Assurance:

Monitoring and improving customer support processes and systems. Implementing and tracking customer satisfaction metrics and KPIs.

Technical Expertise:

Keeping up-to-date with UAV technology and regulations to effectively support the team and customers. Diagnosing and resolving technical issues related to UAV hardware, software, and firmware at a basic level. Escalating complex issues to higher-level support or engineering teams when necessary.

Reporting and Feedback:

Reporting all customer interactions through the company's ticketing system, directing to the relevant stakeholders where necessary. Overseeing/managing customer support queries that require work/input from other department/team members. Analysing support data to identify trends and areas for improvement. Providing regular reports to senior management on customer support performance and issues.

Product Improvement:

Working with the R&D and product teams to relay customer feedback for potential improvements.

Benefits:

Competitive Salary Company & Personal bonus scheme Private health cover Salary sacrifice car scheme
Job Types: Full-time, Permanent

Work Location: In person