Customer Success & Support Associate, Blink
3 days a week in office ( Old Street Office, London)
Enterprise app that empowers frontline workers
Be an early applicant
Enterprise app that empowers frontline workers
21-100 employees
Be an early applicant
3 days a week in office ( Old Street Office, London)
21-100 employees
Company mission
Blink's mission is to empower frontline workers to maximise their impact.
Role
Who you are
- The successful candidate will be resourceful, curious and a fast learner who loves working with customers. You’ll quickly understand customer needs, empathise with challenges, and proactively drive solutions
- 2+ years of experience in a customer-facing role, ideally in SaaS or a fast-paced technology environment
- Exceptional communication skills, both verbal and written, and not afraid to pick up the phone!
- A proactive, problem-solver, able to anticipate customer needs and spot opportunities for improvement
- Is passionate about technology and wants to do good in the world
- Experience working with CRM and support tools (e.g., Intercom, Hubspot, Zendesk) is a plus
- Highly organised and adaptable, able to manage multiple customer interactions and priorities effectively
- Track record of being the star performer on a team and exceeding the goals you set yourself - we want to win, and we want you to win!
What the job involves
- As a part of our Customer Success team across the UK, USA and Australia, you’ll play a key role in ensuring our customers have an incredible experience with Blink and maximise the platform
- As a Customer Experience Manager, you’ll be the first point of contact for our small and midsize (SME) customers, and Blink admins, ensuring they feel supported and valued. You’ll also be responsible for SME renewals, expansion opportunities and driving customer advocacy
- This role is a hybrid of Customer Success and Customer Support, reporting into the Head of Customer Success, EMEA
- Act as the first point of contact for all SMEs and Blink admins, delighting with exceptional service while meeting Service Level Agreement (SLAs)
- Develop a deep understanding of the Blink platform, proactively sharing best practices to help customers realise maximum value
- Leverage data and insights to optimise the 1:Many customer experience, identifying opportunities for digitalisation, automation and self-service enhancements
- Assisting in 1:Many communication methods, such as via Intercom, ‘office hours’ and webinars to increase engagement and expansion opportunities
- Own renewals and identify upsell and expansion opportunities, ensuring SME customers continue to grow with Blink
- Advocate for our SME customers and admins, ensuring their feedback and needs are represented across the wider business
- Proactively update and maintain documentation, help articles and internal knowledge bases, ensuring customers have access to up-to-date resources
- Manage escalations effectively, working cross-functionally with Product, Support, and Engineering to ensure timely issue resolution
- Continuously improve the customer experience, contributing to the evolution of Blink’s engagement strategies for your assigned accounts
Salary benchmarks
Our take
Apps catering to frontline workers are seeing a surge of interest in the market these days, as businesses finally start to wake up to using tech to better connect with these employees, and investors eye up an interesting and new growth opportunity in enterprise IT.
Blink’s particular approach has been to try to create a user interface, and functionality, that caters both to asynchronous activities as well as real-time information, the idea being that front-line workers are most likely not going to be looking at the app continuously throughout the day, so the priority for making sure important things surface when they do is especially higher.
Blink was founded in London — where it has found strong traction with metropolitan bus networks and the NHS (where thousands of frontline workers in clinical and nonclinical roles are on Blink).
Now Blink is HQ’d in New York in an attempt to focus on the U.S. market. There are an estimated 2.7 billion people working on the front line according to the company, so there’s a fair amount of room for growth despite an increasingly competitive landscape with well-funded projects like Justworks, Workplace from Meta and When I Work.
Freddie
Company Specialist at Welcome to the Jungle
Insights
4% employee growth in 12 months
Company
Employee endorsements
Growing fast
"This is what attracts me to SAAS based organisations early in their growth. There is a real opportunity to be part of the 'Blink Story' and my role..."
Funding (last 2 of 3 rounds)
Nov 2021
$19.4m
SERIES A
May 2020
$11m
EARLY VC
Total funding: $31m
Company benefits
- Generous equity allocations with significant upside potential
- All the traditional benefits such as Health Insurance (AXA Health), Ride2Work and Pension schemes
- Ability to grow, learn and solve a variety of challenges, working in a supportive environment with smart, driven people
- Office fridge filled with snacks and drinks, regular team lunches and socials
- The opportunity to be part of something impactful, large-scale, meaningful & fulfilling
- 25 days holiday (excl. bank holidays)
Company values
- Always aim to delight - Own the outcome and exceed expectations
- Move fast and think big - Be curious, inquisitive and set the agenda
- Be a positive catalyst - Inspire positive change with a helpful attitude
- Never stop learning - We thrive when sharing knowledge and supporting each other
Company HQ
Barbican, London, UK
Articles
Leadership
Sean Nolan
(CEO)Previously worked as Network & Security Engineer at Morse for 2 years and co-founded Tomorrow Communications
Diversity, Equity & Inclusion at Blink
Blaise Daldin (Sourcing Lead)
- We know there’s much more to be done, and are actively invested in driving deep, meaningful change towards broader representation in our workforce. All leaders and employees involved in the hiring process will undergo inclusion and unconscious bias training, while looking to support and partner with diverse communities and networks at every opportunity.
- Diversity and inclusion remain our #1 priority as the team continues to grow. We’ve added new recruitment initiatives over the past six months to attract a wide range of applicants that generates a diverse shortlist for every new role. We’ve also reviewed our employer branding and advertising to ensure content and language are inclusive throughout. So far, this has improved our gender balance by 20%:
- Blink is committed to nurturing a culture of belonging that celebrates diversity in all its forms – and encourages employees to bring their whole selves to work.
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