Hybrid position: working 3 days a week from our London office (Monday, Wednesday and Thursday)
Globally, 80% of workers don’t have a desk or an office. These workers are the backbone of the global economy, the people we interact with every day in stores, on buses, in our hospitals, delivering our parcels, and maintaining our buildings. The current generation of workplace technology doesn’t fit their needs, Blink enables those people to be productive, informed, and engaged while on the move.
We've built a fresh approach to an old problem. Our goal is to be the #1 choice for the mobile enterprise, to build the workplace "super-app" that brings together in one place the people and information that matter.
We're motivated, positive and social; we're all different, but these traits tie us together. We work closely as a team and genuinely value each other's opinions. Most of all, we try and learn as much as we can from one another, through knowledge sharing and healthy debate.
💻 What will you be doing?
You will lead our multidisciplinary Support team to take our customer experience to the next level, with a specific focus on providing excellent product and technical support. We’re building a world-class Support function to address and anticipate customer needs, so a passion for supporting others and always going above and beyond to provide best in class and innovative solutions is a must. Our mission is to connect 1M deskless workers and Support is a key function in getting the pulse on the frontline. This role is pivotal in ensuring the frontline voice is being heard.
Responsibilities Include:
- Developing and implementing internal tooling, processes, policies and documentation to deliver a world class and scalable technical support process in line with company strategy and goals
- Player coach, leading the support team by example to:
- Deliver excellent customer experience, driving engagement and satisfaction
- Facilitate organic growth of our customer base via self serve
- Drive increased credibility and trust through prompt resolution of issues and exemplary stakeholder management, managing expectations and always striving to exceed them where possible
- Deliver outstanding internal technical and product support
- Become internally recognised Blink product experts
- Serving as the first escalation point, ensuring the team is equipped to resolve issues as quickly as practically possible and well within any SLA. Handling escalations to the product and engineering teams and designing and implementing scalable solutions to avoid re-occurrences
- Keeping ahead of industry developments and proactively driving self-resolution through in-app help, documentation and prompts, while tracking the success of initiatives via key metrics
- Ensuring our help centre is best-in-class: well structured, comprehensive, up-to-date, enabling of AI tooling, inclusive of troubleshooting and workaround tips, and translated where required.
- Collaborating with product and engineering teams:
- Providing input to the product, feedback on the roadmap, identifying product changes that can reduce support requests or provide a better user experience.
- Contributing to bug and other enhancements’ prioritisation process
- Liaising with developers to fix issues, identify workarounds, create tickets for bugs/enhancements and testing potential solutions
- Recruiting, mentoring and developing new team members, creating an environment where they can excel through empowerment
Requirements
We're looking for someone who is ambitious and wants to develop in a fast-growing company. The successful candidate will be resourceful, inquisitive, a fast learner, with the ability to easily connect with a customer. You’ll be able to pick up new concepts quickly and empathise with customer pain points. We’re also looking for:
- Experience in customer support or similar role, ideally within a software company dealing with end users and key stakeholders
- Previous experience working directly with both technical and non-technical clients to diagnose and solve issues
- Strong prioritisation skills, always keeping to or exceeding deadlines and quick to follow-up with customers
- An obsession with top class support – over communicating with a service mindset and a desire to give users the best experience possible, regardless of the situation.
- You will be someone who hold themselves to the highest possible standards; not happy to merely meet an SLA, you will move with urgency to resolve customer requests because that’s how you create exceptional customer experience and exceed expectations
- Have strong problem solving technical and analytical skills, you will be expected to work directly on problems yourself, identify workarounds and test potential solutions. You will be reading code, documentation and will need to reproduce reported issues yourself
- You can demonstrate becoming a technical expert in a previous role/on a product or service you have supported. You will have been the ‘go to’ person on the team, mentoring new support analysts and answering complex queries
- You will be technically proficient and very curious about technology. You have a personal interest in technology, exploring new products, experimenting such as with software interoperability, scripting, web tools, APIs, low-code builders, troubleshooting friends/family technical issues, an expert on PCs/macs, home networking and similar interests that demonstrate technical proficiency
- Excellent written and verbal communication skills, with proven ability to tailor the communications based on the audience, and comfortable writing and updating documentation, help articles and creating new material
- Ability to make decisions, work well under pressure and consistently exercise good judgment
- Experience in building self-service or standardised technical solutions to deliver scalable support in a global environment
- A self-starter, eager to learn and thrive in a high functioning team
- European Languages including French, German or Spanish would be beneficial
Benefits
You’ll have the opportunity to be part of something impactful, large-scale, and meaningful. Most importantly, you’ll be working in a company with a strong mission and with a team that are ambitious and embarking on a journey that many start-ups can only dream of!
We offer the chance to take to market a product and solutions that is ‘of the moment’, with a proven ROI, and which often gets customer very excited in the very first meeting. Other benefits include:
- Competitive salary and generous equity allocations with significant upside potential
- 25 days annual leave per year, not including public holidays
- The equipment needed to do a great job
- Private Healthcare
- Cycle to Work scheme
- Social events (Company getaways, lunches, breakfasts, nights out)
- Convenient central London location
At Blink, we're committed to creating an inclusive and diverse culture where our people feel they truly belong. We value and respect individual differences, so all applications will receive fair and equal consideration without regard to ethnicity, religion, gender, gender identity or expression, sexual orientation, nationality, disability, age or veteran status.
