Head of Support

Build the function that powers care at scale. London (in-office 3 days/week) Customer Success Reporting to our VP of Customer Success. We are not just closing the digital divide; we are 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 are 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 You Will Be Responsible For

• Lead and operate a global support function
• Run a high-performing, 24/7 distributed team
• Set clear standards across quality, SLAs and customer communication
• Own incident management, escalation and customer reporting
• Oversee enterprise support plans and governance
• Strengthen Product Support & Reduce Engineering Escalation
• Build deep product expertise within the team
• Ensure structured triage and rigorous validation before escalation to Engineering
• Own data investigations, cleanup and outputs within Support where appropriate
• Oversee configuration requests and environment-specific troubleshooting
• Minimise work passed to Engineering by increasing in-team technical capability
• Own 1:Many Customer Success Responsibilities
• Lead 1:many customer enablements (feature launches, webinars, guidance, education)
• Manage renewals for smaller customers not on self-serve plans
• Proactively engage smaller customers flagged as at risk of churn
• Ensure proactive support drives retention and expansion outcomes
• Build Scalable Systems, Automation & Self-Serve
• Champion automation, AI and intelligent self-serve to reduce friction while maintaining high-quality human support
• Design scalable tooling, workflows and integrations (with minimal external support)
• Increase deflection, reduce customer effort and improve resolution time
• Build and maintain a structured, AI-enabled help centre and in-app guidance

Requirements

• You are ambitious, technically curious and energised by building.
• You combine strong technical capability with emotional intelligence and commercial awareness.
• Significant experience leading Support in a SaaS environment
• Experience managing distributed teams in a 24/7 model
• Comfortable operating hands-on — reviewing tickets, validating issues and raising quality
• Strong product fluency and ability to work closely with Engineering
• Experience owning SLAs, incident management and customer governance
• Commercial awareness, with experience supporting renewals or retention initiatives
• Analytical, structured and motivated to build at scale
• European language skills including French, German or Spanish would be beneficial

Benefits

Why Blink? You will have the opportunity to be part of something impactful, large-scale, and meaningful. Most importantly, you will 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:

• Competitive salary
• Stock options on starting and additional high performer grants annually!
• 25 days' leave + public holidays
• Additional time off between Christmas and New Year
• Private healthcare with AXA
• 3% employer pension contribution when you contribute 5%
• Cycle to Work scheme
• Social events (lunches, breakfasts, nights out)
• Enhanced parental leave