Head of Support

Requirements

• You are ambitious, technically curious and energised by building. You combine strong technical capability with emotional intelligence and commercial awareness
• Significant experience leading Support in a SaaS environment
• Experience managing distributed teams in a 24/7 model
• Comfortable operating hands‑on — reviewing tickets, validating issues and raising quality
• Strong product fluency and ability to work closely with Engineering
• Experience owning SLAs, incident management and customer governance
• Commercial awareness, with experience supporting renewals or retention initiatives
• Analytical, structured and motivated to build at scale
• European language skills including French, German or Spanish would be beneficial

What the job involves

• Reporting to our VP of Customer Success
• Support at Blink is not a back‑office function. It is the heartbeat of customer trust, where friction is turned into advocacy and insights are unlocked that make us better at what we do
• Our ambition is simple: every Blink customer should feel genuinely cared for, consistently and at scale. We are looking for a Head of Support to make this a reality
• Run a high‑performing, 24/7 distributed team
• Set clear standards across quality, SLAs and customer communication
• Own incident management, escalation and customer reporting
• Oversee enterprise support plans and governance
• Build deep product expertise within the team
• Ensure structured triage and rigorous validation before escalation to Engineering
• Own data investigations, cleanup and outputs within Support where appropriate
• Oversee configuration requests and environment‑specific troubleshooting
• Minimise work passed to Engineering by increasing in‑team technical capability
• Lead 1:many customer enablements (feature launches, webinars, guidance, education)
• Manage renewals for smaller customers not on self‑serve plans
• Proactively engage smaller customers flagged as at risk of churn
• Ensure proactive support drives retention and expansion outcomes
• Champion automation, AI and intelligent self‑serve to reduce friction while maintaining high‑quality human support
• Design scalable tooling, workflows and integrations (with minimal external support)
• Increase deflection, reduce customer effort and improve resolution time
• Build and maintain a structured, AI‑enabled help centre and in‑app guidance

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