Product Support Specialist — Elevate Customer Experience

Blink - The Employee App; Boston (MA); Hybrid; USD 65,000 - 75,000; Full time

Benefits offered by this job

Health insurance

Generous equity

20 days leave

Job summary

Blink - The Employee App in Boston is seeking a Head of Support to lead our Product Support team. The role focuses on product queries, technical escalations, and delivering exceptional customer outcomes.

You will shape support strategy and collaborate with Product and Engineering to improve the experience for customers and internal teams. You will drive a world-class support function, empowering teams with documentation, training and scalable processes.

Qualifications

• Obsessed with delighting customers and going the extra mile.
• Experience as a Product Support Specialist or Technical Support analyst in SaaS.
• Ability to work independently and with others; write for non-technical audiences.

Responsibilities

• Blink Product Expertise: be the go-to person for product questions and collaborate with Product Manager.
• Technical Support: deliver high-quality product and technical support to customers and internal stakeholders within SLAs.
• Resolution and Escalation: own resolutions with rapid response engineering and escalate when needed.
• Empowering Customers through automation: identify trends and create self-help resources, including training videos and AI-powered workflows.

Skills

Customer support

SaaS experience

Technical troubleshooting

Project management

Communications

Tools

APIs

SQL

HTML/CSS

Job description

Blink - The Employee App in Boston is seeking a Head of Support to lead our Product Support team. The role focuses on product queries, technical escalations, and delivering exceptional customer outcomes.

You will shape support strategy and collaborate with Product and Engineering to improve the experience for customers and internal teams. You will drive a world-class support function, empowering teams with documentation, training and scalable processes.