Product Support Specialist

🌍 Boston (in office 3 days/ week)
🤝 Product Support
💚 Reporting to our Head of Support

We're not just closing the digital divide; we're reconnecting distributed organisations, enabling seamless communication, and re-engaging employees like never before. Blink, a mobile-first employee experience platform, puts everything employees need right in their hands. With teams in Boston, London, and Sydney, we're making waves worldwide, partnering with industry leaders like Domino's, JD Sports and McDonald's.

Support at Blink is not a back-office function. It is the heartbeat of customer trust, where friction is turned into advocacy and insights are unlocked that make us better at what we do. 

Our ambition is simple: every Blink customer should feel genuinely cared for, consistently and at scale. We are looking for a Head of Support to make this a reality.

💻 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.

We have two customer sets; our customers, and our internal colleagues - and so you should be comfortable in adapting your approach to helping these two audiences.

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

• Up-skilling 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 prioritisation, 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 documentation updates, ticketing system enhancements or other automations can 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.

You don't need to tick every box. This is a guide to what the role involves and the kind of person we think will do well in it. If you meet most of these and the role appeals to you, please do apply.

Who You Are

• You are obsessed with delighting customers, going the extra mile, and trying unique and new approaches to Support, to get the best result for the user.
• You have experience in one or more of the following: (a) as a Product Support Specialist within a software vendor or in a business applications team, (b) as a Technical Support analyst in a SaaS firm, (c) working in an internal communications role, with a technical leaning.
• You can work independently, while also collaborating with others where required.
• You write clearly for non-technical audiences, whether that's a knowledge base article, a release note or an internal update.
• You have strong project management skills, and can prioritise effectively, flagging up early when deadlines are at risk of being missed.
• You have general technical know-how and an affinity for learning new software. You proactively communicate issues and FYIs so the team stays informed.
  

Helpful to Have

• Know a thing or two about internal comms or intranet tools? Useful.
• Worked in an international team, sharing asynchronous updates? Even better.
• Dabbled in HTML, CSS, SQL, APIs or data integrations? You don't need to be a developer, but it helps.
• You have used AI tools in a support or comms workflow, for example drafting responses, summarising tickets or searching documentation.
• Speak French, German or Spanish? We'd love to hear from you.

You will have the opportunity to be part of something impactful, large-scale, and meaningful. Most importantly, you’ll work for a company with a strong purpose, with an ambitious and supportive team embarking on a journey most start-ups can only dream of!

Benefits include:

• A competitive salary.
• Generous equity allocations with significant upside potential.
• 20 day's leave + public holidays.
• 401(k) A generous plan to help you save for a bright future.
• Private health insurance- we'll pay for your medical, dental, and vision coverage.
• Enhanced parental leave.
• Additional time off between Christmas and New Year.
• The ability for you to grow, learn and solve a variety of challenges, working in a supportive environment with smart, talented people.
• Social events (lunches, breakfasts, nights out).