At a Glance
- Tasks: Lead a global support function 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 meaningful journey with excellent career growth opportunities.
- Why this job: Make a real impact in a supportive team with ambitious goals.
- Qualifications: Experience in SaaS support, managing distributed teams, 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'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 employer: Job Search Place Limited
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'll lead a dynamic global team in London, where your contributions will 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 those looking to make a difference.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Support
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Job Search Place Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Job Search Place Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Support
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Job Search Place Limited:Your cover letter is your chance to shine! Tell us why you want to work at Job Search Place Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Job Search Place Limited!
How to prepare for a job interview at Job Search Place Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
