Product Support Specialist

Boston (in office 3 days/ week)

Product Support

Reporting to our Head of Support

$65-$75k

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.

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

• 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.