At a Glance
- Tasks: Lead a high-performing support team and enhance customer experience at scale.
- Company: Join Blink, where customer trust is our heartbeat and innovation thrives.
- Benefits: Competitive salary, flexible working hours, and opportunities for professional growth.
- Other info: Dynamic role with a focus on automation and AI to enhance customer interactions.
- Why this job: Make a real impact by transforming customer support into advocacy and insights.
- Qualifications: Experience in SaaS support, strong leadership skills, and technical curiosity.
The predicted salary is between 60000 - 80000 € per year.
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.
What the job involves
- Reporting to our VP of Customer Success.
- 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.
- 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.
- 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.
Head of Support employer: Deepstreamtech
At Blink, we pride ourselves on being an exceptional employer that values innovation and customer care. Our dynamic work culture fosters collaboration and growth, providing ample opportunities for professional development while working in a vibrant, tech-driven environment. With a focus on employee well-being and a commitment to excellence, we empower our team to make a meaningful impact in the SaaS industry.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Support
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. We all know that sometimes it’s not just what you know, but who you know that can help you land that dream job.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to support management. We recommend role-playing with a friend or using mock interview tools to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your technical skills during interviews! Be ready to discuss how you've handled incidents, managed SLAs, and improved customer satisfaction. We want to see your hands-on experience shine through.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are genuinely interested in joining our team at Blink.
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 not just ticking boxes but genuinely excited about building a high-performing support team.
Be Specific About Your Experience:Make sure to highlight your experience in leading support teams, especially in a SaaS environment. We love details, so share examples of how you've managed distributed teams and tackled incident management.
Demonstrate Your Technical Savvy:Since this role requires strong technical capability, don’t shy away from showcasing your hands-on experience. Talk about how you've validated issues and improved processes in previous roles.
Tailor Your Application:Take the time to tailor your application to our job description. We appreciate when candidates align their skills with what we’re looking for, so make it clear how you can contribute to our mission at StudySmarter!
How to prepare for a job interview at Deepstreamtech
✨Show Your Technical Curiosity
Make sure to highlight your technical skills and curiosity during the interview. Discuss specific technologies or tools you've worked with in a SaaS environment, and be ready to share examples of how you've used them to solve problems or improve processes.
✨Demonstrate Emotional Intelligence
Since this role requires strong emotional intelligence, prepare to discuss how you've managed team dynamics or resolved conflicts in the past. Share stories that showcase your ability to empathise with both customers and team members, as this will resonate well with the interviewers.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions related to incident management and customer governance. Think about past experiences where you successfully handled escalations or improved SLAs, and be ready to explain your thought process and the outcomes.
✨Research the Company Culture
Understanding the company culture at Blink is crucial. Familiarise yourself with their values and mission, and think about how your own values align with theirs. This will help you articulate why you're a great fit for the Head of Support role and how you can contribute to their vision.
