Support Analyst, Blink
£40-45k
+ Generous equity allocations with significant upside potential
3 days a week in office (Old Street, London)
Enterprise app that empowers frontline workers
Posted today
Enterprise app that empowers frontline workers
21-100 employees
Posted today
£40-45k
+ Generous equity allocations with significant upside potential
3 days a week in office (Old Street, London)
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 and empathise with a customer and their pain points
- You’ll want to go beyond what you’re being asked to address the problem they should be solving
- Experience in product support or similar role, ideally within a software company dealing with end users and key stakeholders
- Ability to work independently while also thriving in a collaborative team environment, actively contributing to team efforts and supporting colleagues to ensure exceptional customer outcomes
- Previous experience working directly with both technical and non-technical stakeholders to diagnose and solve issues
- Strong prioritisation skills, always keeping to or exceeding deadlines and quick to follow-up with customers and internal stakeholders
- An obsession with top class support – over communicating with a service mindset and a desire to give users the best experience possible, regardless of the situation
- You will be someone who holds themselves to the highest possible standards; not happy to merely meet an SLA, you will move with urgency to resolve customer requests because that’s how you create exceptional customer experience and exceed expectations
- Have strong problem solving technical and analytical skills, you will be expected to work directly on problems yourself, identify workarounds and test potential solutions
- Excellent written and verbal communication skills, with proven ability to tailor the communications based on the audience, and comfortable writing and updating documentation, help articles and creating new material
- Ability to make decisions, work well under pressure and consistently exercise good judgment
- Experience in building self-service or standardised solutions to deliver scalable support in a global environment
- A self-starter, eager to learn and thrive in a high functioning team
- European Languages including French, German or Spanish would be beneficial
What the job involves
- You’ll be working as part of our Product Support team to take our customer-centric ethos to the next level, with a specific focus on product queries and technical issue escalations
- We’re building a world-class Product Support function to ensure our customers and internal stakeholders are empowered to get the most value out of Blink and to provide them with high quality resolutions
- Blink Product Expertise:
- Internally recognised as Blink product experts, the go-to people to answer any tricky product questions
- Product domain specialisation, closely collaborating with the relevant Product Manager
- Provide expert input to Product teams by identifying improvements that reduce support requests or enhance user experience, contribute to the roadmap prioritisation and proactively updating documentation, help articles and internal knowledge resources
- Conduct internal and external feature enablement sessions
- Technical Support:
- Delivering outstanding customer centric product and technical support that enhances customer perceptions of Blink and increases satisfaction, credibility and trust
- Managing technical support tickets from triage to resolution, delivering exceptional support to both end users and relevant stakeholders by promptly troubleshooting issues, managing expectations, and ensuring resolutions are delivered within agreed SLAs
- Providing outstanding internal support, helping internal teams in resolving technical queries with the product, manage escalations and deliver scalable solutions to avoid re-occurrences
- Resolution and Escalation:
- Upskilling in partnership with the rapid response engineering team to own more resolutions independently, leveraging the API and other tools provided to make updates in the back end systems
- Escalating requests to the relevant team, when necessary, ensuring appropriate priorisation, holding the internal stakeholders accountable for resolution and providing regular updates to the customer in accordance with our SLAs
- Empowering Customers through automation:
- Identifying trends in tickets which require either intercom or product automation to provide a better end user experience
- Creating new ways for admins and end users to self-resolve, for example training videos, in-app help or AI-powered automation flows
- 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!
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
$19.5m
SERIES A
May 2020
$11.2m
EARLY VC
Total funding: $31.3m
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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