📍 Location: London (Old Street office, 3 days/week)

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.

Weve 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.

Were motivated, positive and social; were all different, but these traits tie us together. We work closely as a team and genuinely value each others 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’ll be working as part of our Product Support team to take our customer-centric ethos to the next level, with a specific focus on product queries and technical issue escalations. We’re building a world-class Product Support function to ensure our customers and internal stakeholders are empowered to get the most value out of Blink and to provide them with high quality resolutions.

Responsibilities Include:

Blink Product Expertise

Internally recognised as Blink product experts, the go-to people to answer any tricky product questions.
Product domain specialisation, closely collaborating with the relevant Product Manager.
Provide expert input to Product teams by identifying improvements that reduce support requests or enhance user experience, contribute to the roadmap prioritisation and proactively updating documentation, help articles and internal knowledge resources.
Conduct internal and external feature enablement sessions

Technical Support.

Delivering outstanding customer centric product and technical support that enhances customer perceptions of Blink and increases satisfaction, credibility and trust.

Managing technical support tickets from triage to resolution, delivering exceptional support to both end users and relevant stakeholders by promptly troubleshooting issues, managing expectations, and ensuring resolutions are delivered within agreed SLAs.
Providing outstanding internal support, helping internal teams in resolving technical queries with the product, manage escalations and deliver scalable solutions to avoid re-occurrences.

Resolution and Escalation.

Upskilling in partnership with the rapid response engineering team to own more resolutions independently, leveraging the API and other tools provided to make updates in the back end systems.
Escalating requests to the relevant team, when necessary, ensuring appropriate priorisation, holding the internal stakeholders accountable for resolution and providing regular updates to the customer in accordance with our SLAs.

Empowering Customers through automation

Identifying trends in tickets which require either intercom or product automation to provide a better end user experience.
Creating new ways for admins and end users to self-resolve, for example training videos, in-app help or AI-powered automation flows.

Were 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 and empathise with a customer and their pain points. You’ll want to go beyond what you’re being asked to address the problem they should be solving. We’re also looking for:

Experience in product support or similar role, ideally within a software company dealing with end users and key stakeholders.
Ability to work independently while also thriving in a collaborative team environment, actively contributing to team efforts and supporting colleagues to ensure exceptional customer outcomes.

Previous experience working directly with both technical and non-technical stakeholders to diagnose and solve issues.
Strong prioritisation skills, always keeping to or exceeding deadlines and quick to follow-up with customers and internal stakeholders.
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 holds 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.

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 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.