Technical Support Lead

1 month ago


London, Greater London, United Kingdom Joinblink Full time

Join Blink as a Technical Support Lead and take our customer experience to the next level. As a key member of our Support team, you will be responsible for delivering excellent product and technical support to our customers.

Key Responsibilities:

  1. Develop and implement internal tooling, processes, and documentation to deliver a world-class technical support process.
  2. Lead the Support team by example, driving engagement and satisfaction through prompt issue resolution and stakeholder management.
  3. Deliver outstanding internal technical and product support, keeping ahead of industry developments and driving self-resolution through in-app help and documentation.
  4. Ensure our help centre is best-in-class, well-structured, comprehensive, and inclusive of troubleshooting and workaround tips.
  5. Provide input to the product, feedback on the roadmap, and identify product changes that can reduce support requests or provide a better user experience.
  6. Liaise with developers to fix issues, identify workarounds, and create tickets for bugs/enhancements.
  7. Recruit, mentor, and develop new team members, creating an environment where they can excel through empowerment.

Requirements:

  1. Experience in customer support or a similar role, ideally within a software company dealing with end users and key stakeholders.
  2. An obsession with top-class support, excellent written and verbal communication skills, and a proven ability to tailor communications based on the audience.
  3. Experience in building self-service or standardized technical solutions to deliver scalable support in a global environment.
  4. European languages, including French, German, or Spanish, would be beneficial.

What We Offer:

  1. Competitive salary and generous equity allocations with significant upside potential.
  2. 25 days annual leave per year, not including public holidays.
  3. Private Healthcare.
  4. Cycle to Work scheme.
  5. Social events (Company getaways, lunches, breakfasts, nights out).


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