Implementation Support Associate, Blink
+Equity
More information about location
Enterprise app that empowers frontline workers
Open for applications
Enterprise app that empowers frontline workers
21-100 employees
Open for applications
+Equity
More information about location
21-100 employees
Company mission
Blink's mission is to empower frontline workers to maximise their impact.
Role
Who you are
- We're looking for someone who is ambitious and wants to develop in a fast-growing company. The successful candidate will be resourceful, inquisitive, a fast learner, with the ability to easily connect with a customer
- You’ll be able to pick up new concepts quickly and empathise with customer pain points. We’re also looking for:
- Strong project management and prioritizing skills, always keeping to deadlines and quick to follow-up with customers
- Previous experience in customer support or customer-facing role, preferably (but not necessary!) within a B2B or B2C SaaS company dealing with end users and key stakeholders
- Experience with a ticketing tool (such as Freshdesk, etc.) is preferable
- A friendly, personable, and professional manner
- Excellent written and verbal communication skills
- Ability to make decisions, work well under pressure and consistently exercise good judgement
- A self-starter, eager to learn and thrive in a high functioning team
- Track record of being the start 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
- You’ll be working together with our founding team to take our customer-focused ethos to the next level. We’re building a world-class Support function to ensure our customers are provided with the best possible support
- You’ll be working closely with our dedicated implementation team to provide a seamless and positive experience to our new customers as they roll out Blink to their workforce
- Customer Support:
- Answering customer support enquiries and managing support tickets, providing excellent support for both end users and key stakeholders
- Understanding customer issues and troubleshoot their problems, ensuring they're resolved in a timely manner, responding according to SLA's
- Escalating requests to the appropriate team, when necessary
- Managing the escalation process and working with other parts of the organisation to ensure customer issues are resolve
- Helping and providing feedback to improve the quality of customer services and products
- Managing customer expectations to ensure all cases are dealt with promptly, ensuring customer expectations are met and where possible exceeded
- Maintaining our customer knowledge base and help centre, creating new articles and keeping the current ones up to date
- Implementation:
- Providing onsite support at customer launch events, ensuring smooth onboarding and addressing any issues in real-time
- Supporting platform configuration, customisation and set-up to meet the needs of customers during the implementation phase
- Conduct training sessions for champions and managers during implementation, ensuring they are equipped to use the platform effectively
- Offering post-launch support to ensure the platform is fully operational and meets customer expectations, addressing any follow-up issues promptly
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
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
$17.9m
SERIES A
May 2020
$10.4m
EARLY VC
Total funding: $29m
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
- 20 days holiday
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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