Product Support Specialist — Hybrid, Boston

Blink; Boston, Northern (MA, KY); Hybrid; USD 65,000 - 75,000; Full time

Benefits offered by this job

Generous equity allocations

Health insurance

20 days leave + public holidays

401(k) plan

Enhanced parental leave

Social events

Job summary

Blink is seeking a Head of Support in Boston, working in-office three days per week. You will lead a customer-centric Product Support function, handling product queries and escalations while partnering with Product and Engineering to drive improvements.

Join Blink to help scale support, improve documentation, and empower both customers and internal teams with high-quality resolutions. The role focuses on customer trust, advocacy, and data-driven improvements in a fast-growing, globally

Qualifications

• Customer obsession and focus on delighting users.
• Experience in product support or technical SaaS support.
• Ability to communicate clearly to non-technical audiences.
• Strong project management and prioritisation skills.
• Proactive in sharing updates and knowledge resources.
• Comfort working with cross-functional teams.

Responsibilities

• Own Blink Product Support excellence with emphasis on product queries and technical issue escalations.
• Manage end-to-end support tickets from triage to resolution within SLAs.
• Provide expert input to Product teams to reduce support requests and improve UX.
• Lead internal knowledge resources and enable knowledge sharing with internal teams.
• Collaborate with rapid response engineering to resolve issues independently where possible.

Job description

Blink is seeking a Head of Support in Boston, working in-office three days per week. You will lead a customer-centric Product Support function, handling product queries and escalations while partnering with Product and Engineering to drive improvements.

Join Blink to help scale support, improve documentation, and empower both customers and internal teams with high-quality resolutions. The role focuses on customer trust, advocacy, and data-driven improvements in a fast-growing, globally