Technical Support Lead
1 month ago
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:
- Develop and implement internal tooling, processes, and documentation to deliver a world-class technical support process.
- Lead the Support team by example, driving engagement and satisfaction through prompt issue resolution and stakeholder management.
- Deliver outstanding internal technical and product support, keeping ahead of industry developments and driving self-resolution through in-app help and documentation.
- Ensure our help centre is best-in-class, well-structured, comprehensive, and inclusive of troubleshooting and workaround tips.
- Provide input to the product, feedback on the roadmap, and identify product changes that can reduce support requests or provide a better user experience.
- Liaise with developers to fix issues, identify workarounds, and create tickets for bugs/enhancements.
- Recruit, mentor, and develop new team members, creating an environment where they can excel through empowerment.
Requirements:
- Experience in customer support or a similar role, ideally within a software company dealing with end users and key stakeholders.
- An obsession with top-class support, excellent written and verbal communication skills, and a proven ability to tailor communications based on the audience.
- Experience in building self-service or standardized technical solutions to deliver scalable support in a global environment.
- European languages, including French, German, or Spanish, would be beneficial.
What We Offer:
- Competitive salary and generous equity allocations with significant upside potential.
- 25 days annual leave per year, not including public holidays.
- Private Healthcare.
- Cycle to Work scheme.
- Social events (Company getaways, lunches, breakfasts, nights out).
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