Implementation Support Associate

Blink - The Frontline Experts • Full-time • Remote (Massachusetts, United States, US) • 3m ago

NB: We're open to candidates on the West Coast, our preferred location, or the East Coast, with some flexibility required for meetings in all US time zones and Europe.

80% of the global workforce is a frontline worker; yet their work experience -how they work, how they connect with systems, with others, etc, - is fundamentally disjointed and difficult compared to desk based workers.

Blink's mission is to close this digital divide and enable distributed organisations to reconnect their frontline workforce, communicate effectively with all their employees and engage with all of them like never before. Blink's super-app allows frontline workers to access everything they need and everyone they want in the palm of their hand.

At Blink we close this digital divide and enable distributed organizations to reconnect their frontline workforce, communicate effectively with all their employees and engage with all of them like never before. Blink's super-app allows frontline workers to access everything they need and everyone they want in the palm of their hand.

The app is incredibly sticky, with each user opening the app an average of seven times a day, helping lower frontline attrition by up to 25%.

A growing team of 80 people based primarily out of offices in London, Boston and Sydney, Blink is a Leader in the G2 Grid® for Best Employee Engagement Software and named in the 2022 Deloitte Technology Fast 50.

Blink is now used by hundreds of enterprise customers, with 98% customer logo retention, our growth is accelerating into this large market with latent need. We're now looking for a VP People to join the leadership team, and help introduce Blink to the world.

💻 What will you be doing?

You'll be working together with our founding team to take our customer-focused ethos to the next level. We're building a world-class Support function to ensure our customers are provided with the best possible support. You'll be working closely with our dedicated implementation team to provide a seamless and positive experience to our new customers as they roll out Blink to their workforce.

Responsibilities Include

Customer Support:

Answering customer support enquiries and managing support tickets, providing excellent support for both end users and key stakeholders
Understanding customer issues and troubleshoot their problems, ensuring they're resolved in a timely manner, responding according to SLA's
Escalating requests to the appropriate team, when necessary
Managing the escalation process and working with other parts of the organisation to ensure customer issues are resolve
Helping and providing feedback to improve the quality of customer services and products
Managing customer expectations to ensure all cases are dealt with promptly, ensuring customer expectations are met and where possible exceeded
Maintaining our customer knowledge base and help centre, creating new articles and keeping the current ones up to date

Implementation:

Providing onsite support at customer launch events, ensuring smooth onboarding and addressing any issues in real-time
Supporting platform configuration, customisation and set-up to meet the needs of customers during the implementation phase
Conduct training sessions for champions and managers during implementation, ensuring they are equipped to use the platform effectively
Offering post-launch support to ensure the platform is fully operational and meets customer expectations, addressing any follow-up issues promptly

🚀 About You

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 with a customer. You'll be able to pick up new concepts quickly and empathise with customer pain points. We're also looking for:

Strong project management and prioritizing skills, always keeping to deadlines and quick to follow-up with customers
Previous experience in customer support or customer-facing role, preferably (but not necessary!) within a B2B or B2C SaaS company dealing with end users and key stakeholders
Experience with a ticketing tool (such as Freshdesk, etc.) is preferable
A friendly, personable, and professional manner
Excellent written and verbal communication skills
Ability to make decisions, work well under pressure and consistently exercise good judgement
A self-starter, eager to learn and thrive in a high functioning team
Track record of being the start performer on a team and exceeding the goals you set yourself - we want to win, and we want you to win!

💙 About Us

We're a friendly bunch. Motivated, positive and social; we're all different, but these traits tie us together. We work closely as a team and genuinely value each other's opinions. Most of all, we try and learn as much as we can from one another, through knowledge sharing and healthy debate.

💰 What We Offer

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!

Benefits include:

A generous base salary
Equity allocations with significant upside potential
Simple, transparent and generous commission plan
401(k) to help you save for a bright future
Private health insurance- with medical, dental and vision coverage
Ability for you to grow, learn and solve a variety of challenges, working in an ambitious environment with smart people

At Blink, we're committed to creating an inclusive and diverse culture where our people feel they truly belong. We value and respect individual differences, so all applications will receive fair and equal consideration without regard to ethnicity, religion, gender, gender identity or expression, sexual orientation, nationality, disability, age or veteran status.