Support Team Lead, Blink
+ Equity
More information about location
3 days a week in office
Enterprise app that empowers frontline workers
Be an early applicant
Enterprise app that empowers frontline workers
21-100 employees
Be an early applicant
+ Equity
More information about location
3 days a week in office
21-100 employees
Company mission
Blink's mission is to empower frontline workers to maximise their impact.
Role
Who you are
- 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
- 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
What the job involves
- 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
- 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
Salary benchmarks
Our take
Apps catering to frontline workers are seeing a surge of interest in the market these days, as businesses finally start to wake up to using tech to better connect with these employees, and investors eye up an interesting and new growth opportunity in enterprise IT.
Blink’s particular approach has been to try to create a user interface, and functionality, that caters both to asynchronous activities as well as real-time information, the idea being that front-line workers are most likely not going to be looking at the app continuously throughout the day, so the priority for making sure important things surface when they do is especially higher.
Blink was founded in London — where it has found strong traction with metropolitan bus networks and the NHS (where thousands of frontline workers in clinical and nonclinical roles are on Blink).
Now Blink is HQ’d in New York in an attempt to focus on the U.S. market. There are an estimated 2.7 billion people working on the front line according to the company, so there’s a fair amount of room for growth despite an increasingly competitive landscape with well-funded projects like Justworks, Workplace from Meta and When I Work.
Freddie
Company Specialist
Insights
Company
Employee endorsements
Growing fast
"This is what attracts me to SAAS based organisations early in their growth. There is a real opportunity to be part of the 'Blink Story' and my role..."
Funding (last 2 of 3 rounds)
Nov 2021
$19.1m
SERIES A
May 2020
$10.9m
EARLY VC
Total funding: $30.6m
Company benefits
- Generous equity allocations with significant upside potential
- All the traditional benefits such as Health Insurance (AXA Health), Ride2Work and Pension schemes
- Ability to grow, learn and solve a variety of challenges, working in a supportive environment with smart, driven people
- Office fridge filled with snacks and drinks, regular team lunches and socials
- The opportunity to be part of something impactful, large-scale, meaningful & fulfilling
- 25 days holiday (excl. bank holidays)
Company values
- Always aim to delight - Own the outcome and exceed expectations
- Move fast and think big - Be curious, inquisitive and set the agenda
- Be a positive catalyst - Inspire positive change with a helpful attitude
- Never stop learning - We thrive when sharing knowledge and supporting each other
Company HQ
Barbican, London, UK
Articles
Leadership
Sean Nolan
(CEO)Previously worked as Network & Security Engineer at Morse for 2 years and co-founded Tomorrow Communications
Diversity, Equity & Inclusion at Blink
Blaise Daldin (Sourcing Lead)
- We know there’s much more to be done, and are actively invested in driving deep, meaningful change towards broader representation in our workforce. All leaders and employees involved in the hiring process will undergo inclusion and unconscious bias training, while looking to support and partner with diverse communities and networks at every opportunity.
- Diversity and inclusion remain our #1 priority as the team continues to grow. We’ve added new recruitment initiatives over the past six months to attract a wide range of applicants that generates a diverse shortlist for every new role. We’ve also reviewed our employer branding and advertising to ensure content and language are inclusive throughout. So far, this has improved our gender balance by 20%:
- Blink is committed to nurturing a culture of belonging that celebrates diversity in all its forms – and encourages employees to bring their whole selves to work.
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