Implementation Support Associate

Summary

Join Blink's leadership team as a VP People to help introduce the company to the world and take customer-focused ethos to the next level.

Requirements

• 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

Responsibilities

• 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 resolved
• 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
• 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

Benefits

• 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