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- Tasks: Lead a global support team and enhance customer experience at scale.
- Company: Join Blink, a mobile-first platform transforming employee engagement worldwide.
- Benefits: Competitive salary, stock options, generous leave, and private healthcare.
- Other info: Be part of a dynamic team with exciting growth opportunities.
- Why this job: Make a real impact in customer success and drive innovation in support.
- Qualifications: Experience in SaaS support, team leadership, and strong technical skills.
The predicted salary is between 70000 - 90000 £ per year.
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
- 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
- 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
- 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
Head of Support in London employer: Blink - Employee Experience Platform
Contact Detail:
Blink - Employee Experience Platform Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Support in London
✨Tip Number 1
Network like a pro! Reach out to people in your industry, especially those at Blink or similar companies. A friendly chat can open doors and give you insights that might just land you an interview.
✨Tip Number 2
Prepare for the interview by understanding Blink's mission and values. Show us how your experience aligns with our goal of providing exceptional customer support and building trust with clients.
✨Tip Number 3
Practice your responses to common interview questions, but keep it natural. We want to see your personality shine through, so don’t be afraid to share your passion for tech and customer success!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take the initiative to engage directly with us.
We think you need these skills to ace Head of Support in London
Some tips for your application 🫡
Show Your Passion: Let us see your enthusiasm for the role! Share why you're excited about building a global support function and how you can contribute to making every Blink customer feel genuinely cared for.
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in SaaS support and managing distributed teams. We want to see how your skills align with our mission at Blink!
Be Clear and Concise: When writing your application, keep it straightforward. Use bullet points where possible and avoid jargon. We appreciate clarity and want to understand your qualifications quickly.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the Head of Support role.
How to prepare for a job interview at Blink - Employee Experience Platform
✨Know the Product Inside Out
Before your interview, make sure you dive deep into Blink's platform. Understand its features, benefits, and how it stands out in the market. This will not only show your enthusiasm but also help you discuss how you can enhance customer support with your product knowledge.
✨Demonstrate Leadership Experience
Be ready to share specific examples of how you've successfully led support teams in a SaaS environment. Highlight your experience with managing distributed teams and how you've maintained high performance across different time zones. This will showcase your capability to lead a global support function.
✨Showcase Your Analytical Skills
Prepare to discuss how you've used data to drive decisions in previous roles. Talk about your experience with incident management and how you've improved SLAs or customer governance through analytical insights. This will demonstrate your structured approach to building scalable systems.
✨Emphasise Customer Success Mindset
Make it clear that you understand the importance of customer success in support roles. Share examples of how you've proactively engaged customers to reduce churn and drive retention. This aligns perfectly with Blink's ambition to ensure every customer feels genuinely cared for.