Find a job 
Featured Companies 
Featured Universities 
For Companies 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, private healthcare, and generous leave policies.
- Other info: Be part of a purpose-driven 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 leadership and managing distributed teams.
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'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 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
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 in London employer: BLINK
Contact Detail:
BLINK 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 current or former employees at Blink on LinkedIn. Ask them about their experiences and any tips they might have for landing the Head of Support role. Personal connections can give you insights that no job description can.
✨Tip Number 2
Prepare for the interview by diving deep into Blink's product. Understand how it works, its features, and the common customer pain points. This will not only impress your interviewers but also show that you're genuinely interested in making a difference in customer support.
✨Tip Number 3
Showcase your leadership skills! Be ready to discuss your experience managing distributed teams and how you've driven success in previous roles. Use specific examples to illustrate how you've built high-performing teams and improved customer satisfaction.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the Blink team and contributing to our mission of enhancing customer care.
We think you need these skills to ace Head of Support in London
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 makes a real difference for our customers.
Tailor Your Experience: Make sure to highlight your relevant experience in SaaS support and managing distributed teams. We love seeing how your background aligns with what we’re looking for, so don’t hold back on those details!
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so make sure your skills and experiences are easy to spot. Use bullet points if it helps – we’re all about efficiency!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to keep track of your application and ensure it gets the attention it deserves. We can’t wait to hear from you!
How to prepare for a job interview at BLINK
✨Know the Company Inside Out
Before your interview, dive deep into Blink's mission and values. Understand how they aim to bridge the digital divide and enhance employee experience. This knowledge will help you align your answers with their goals and show that you're genuinely interested in the role.
✨Showcase Your Leadership Skills
As a Head of Support, you'll need to demonstrate your ability to lead a distributed team effectively. Prepare examples from your past experiences where you've successfully managed teams, improved processes, or resolved conflicts. Highlight your hands-on approach and how it has positively impacted customer satisfaction.
✨Prepare for Technical Questions
Given the technical nature of the role, brush up on your SaaS knowledge and be ready to discuss incident management and SLAs. Think about how you've handled escalations in the past and be prepared to share specific scenarios that showcase your problem-solving skills.
✨Emphasise Customer Success Strategies
Blink is all about customer advocacy, so come prepared with ideas on how to drive retention and expansion. Discuss any previous initiatives you've led that improved customer engagement or reduced churn. Showing that you can think strategically about customer success will set you apart.