Product Support Specialist

Blink - The Employee App • Boston, MA

3d • Hybrid

About The Position

We're looking for a Product Support Specialist to join our Product Support team and elevate our customer-centric ethos. This role focuses on product queries and technical issue escalations, aiming to build a world-class Product Support function. The goal is to empower customers and internal stakeholders to maximize the value of Blink and provide high-quality resolutions. The specialist will support two customer sets: external customers and internal colleagues, adapting their approach accordingly.

Requirements

• Obsessed with delighting customers, going the extra mile, and trying unique and new approaches to Support.
• Experience in one or more of the following: (a) as a Product Support Specialist within a software vendor or in a business applications team, (b) as a Technical Support analyst in a SaaS firm, (c) working in an internal communications role, with a technical leaning.
• Ability to work independently and collaborate with others.
• Clear writing skills for non-technical audiences (knowledge base articles, release notes, internal updates).
• Strong project management skills and ability to prioritize effectively.
• General technical know-how and an affinity for learning new software.
• Proactive communication of issues and information to keep the team informed.

Nice To Haves

• Knowledge of internal comms or intranet tools.
• Experience working in an international team with asynchronous updates.
• Familiarity with HTML, CSS, SQL, APIs, or data integrations.
• Experience using AI tools in a support or comms workflow (e.g., drafting responses, summarizing tickets, searching documentation).
• Fluency in French, German, or Spanish.

Responsibilities

• Act as an internally recognized expert on the Blink product, answering complex product questions.
• Specialize in product domains and collaborate closely with Product Managers.
• Provide expert input to Product teams by identifying improvements, contributing to roadmap prioritization, and updating documentation and knowledge resources.
• Conduct internal and external feature enablement sessions.
• Deliver outstanding customer-centric product and technical support to enhance customer perceptions, satisfaction, credibility, and trust.
• Manage technical support tickets from triage to resolution, troubleshooting issues, managing expectations, and ensuring resolutions are within agreed SLAs.
• Provide outstanding internal support, assisting internal teams with technical queries, managing escalations, and delivering scalable solutions to prevent reoccurrences.
• Upskill in partnership with the rapid response engineering team to independently resolve issues, leveraging APIs and tools for back-end system updates.
• Escalate requests to the relevant team when necessary, ensuring appropriate prioritization, holding stakeholders accountable for resolution, and providing regular customer updates per SLAs.
• Identify trends in tickets that require documentation updates, ticketing system enhancements, or automations to improve end-user experience.
• Create new self-resolution methods for admins and end-users, such as training videos, in-app help, or AI-powered automation flows.

Benefits

• Competitive salary.
• Generous equity allocations with significant upside potential.
• 20 days' leave + public holidays.
• 401(k) plan.
• Private health insurance (medical, dental, and vision coverage).
• Enhanced parental leave.
• Additional time off between Christmas and New Year.
• Opportunities for growth, learning, and solving challenges in a supportive environment.
• Social events (lunches, breakfasts, nights out).

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed