At a Glance
- 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: Opportunity for career growth in a dynamic, ambitious environment.
- Why this job: Make a real impact in a meaningful role with a supportive team.
- Qualifications: Experience in SaaS support and managing distributed teams required.
The predicted salary is between 70000 - 90000 € per year.
Build the function that powers care at scale.
London (in-office 3 days/week)
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
What we’re looking for:
- 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
Why Blink?
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:
- 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 employer: Blink - The Employee App
At Blink, we pride ourselves on being an exceptional employer, offering a vibrant work culture that fosters innovation and collaboration. As the Head of Support, you will lead a dynamic, global team in London, where your contributions directly impact customer success and satisfaction. With competitive salaries, stock options, generous leave policies, and a commitment to employee growth, Blink is dedicated to creating a meaningful and rewarding workplace for all.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Support
✨Tip Number 1
Network like a pro! Reach out to current employees at Blink on LinkedIn or through mutual connections. Ask them about their experiences and any tips they might have for landing the Head of Support role.
✨Tip Number 2
Prepare for the interview by diving deep into Blink's product offerings. Understand how they empower customer success and think about how you can contribute to that mission. Show us your passion for building scalable support systems!
✨Tip Number 3
Practice your problem-solving skills! Be ready to discuss real-life scenarios where you've turned customer friction into advocacy. We want to see how you handle challenges and drive retention outcomes.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets the attention it deserves. Plus, we love seeing candidates who are proactive about joining our team!
We think you need these skills to ace Head of Support
Some tips for your application 🫡
Show Your Passion:When you're writing your application, let your enthusiasm for the role shine through! We want to see that you’re genuinely excited about building a support function that powers care at scale. Share why you’re drawn to Blink and how you can contribute to our mission.
Tailor Your Experience:Make sure to highlight your relevant experience in SaaS support and managing distributed teams. We love seeing specific examples of how you've led high-performing teams and improved customer satisfaction. Don’t just list your duties; show us the impact you made!
Be Clear and Concise:Keep your application clear and to the point. We appreciate well-structured responses that get straight to the heart of your achievements and skills. Avoid jargon unless it’s relevant, and make sure your passion for customer success comes across without fluff.
Apply Through Our Website:We encourage you to apply directly through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about Blink and what we stand for.
How to prepare for a job interview at Blink - The Employee App
✨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 maintaining high performance around the clock. Use metrics to showcase your achievements in improving SLAs and customer satisfaction.
✨Showcase Your Technical Skills
Since the role requires a strong technical capability, prepare to discuss your hands-on experience with incident management and troubleshooting. Bring examples of how you've reduced escalations to engineering by enhancing your team's technical skills and capabilities.
✨Emphasise Customer Success Strategies
Talk about your approach to customer retention and engagement. Share strategies you've implemented for proactive support and how you've driven renewals or expansion outcomes. This will demonstrate your understanding of the importance of customer advocacy in building trust.
