WHAT IS BLINQ?
🤝 The first interaction two people have is the bedrock of all strong business relationships. If you can make that experience special, you can start to build a great second interaction, and so on. Blinq is the tool to help people do that. We're building a platform that allows you to share a snapshot of who you are with anyone, anywhere via digital business cards, dynamic email signatures and virtual backgrounds. Join us on our mission to help the world connect.
(We will get to the fun perks part at the bottom, keep going!)
Let's dive into what makes Blinq an extraordinary product:
🚀 We're on an incredible growth trajectory, doubling our ARR every few months. Get ready to soar to new heights as we make waves in the industry!
😃 Our app is trusted and loved by employees at renowned companies like Patreon, Tesla, Uber, and Google. Rub shoulders with industry leaders and be part of the Blinq revolution.
🙌 Backed by Australia's top venture capitalists, Blackbird and Square Peg, we've brought together their investment prowess since Canva's seed round. It's a testament to our potential and the caliber of our vision.
❤️ With over 100K reviews and a stellar 4.9/5 star rating on the App Store, we've become one of the top 65 Business apps. Join a team that's making waves and be a part of our success story!
The Role:
We are looking for an experienced Customer Support Manager with a growth mindset and collaborative approach to ensure we continue to deliver the highest quality of service to our customers and the team. In this role, you will play an important role in bridging the gap between our customers and product. You will manage our customer support team to ensure efficient service delivery and evolve our operations as we scale.
This is a hybrid role from our Melbourne office.
What you will do:
Team Leadership
- Manage the day-to-day operations of our support team, ensuring the team consistently meets and exceeds goals and objectives.
- Provide mentorship, career development, and ongoing feedback of direct reports in regular weekly 1:1s and providing support/resolution to blockers to ensure employee enablement and success, as well as positive team morale.
- Mentor the team in effectively troubleshooting our most advanced technical and non technical issues.
Operational Excellence
- Establish policy and operation guidance based on best practices.
- Create playbooks and document standard operating procedures, including policies, knowledge sharing, and documentation.
- Set standards and management of SLAs and effectively communicate with internal and external stakeholders.
- Manage the support ticket process ensuring SLAs are achieved and implement process improvement changes when needed.
- Collaborate cross-functionally across product, engineering, marketing, and sales teams to resolve blockers.
Scale Support Operations
- Contribute to the strategy to scale our support operations with the growth of the businesses taking into consideration different potential operating models.
- Identify opportunities for automation, chatbots and AI tools to scale operations and partner with Product & Engineering to scope, design and deliver.
What we look for in you:
- 5+ years working experience in customer support roles preferably with exposure to Tech and SaaS companies.
- 2+ years experience leading customer support teams.
- Exceptional verbal and written communication skills to inform, help, and advice team members and customers clearly.
- Empathetic people management and coaching skills.
- Experience partnering across teams including, but not limited to Engineering, Product, and Sales and Marketing.
- A strong understanding of Incident and Escalation Management, and advanced troubleshooting skills.
- Experience with customer support tools (we use Zendesk).
Now, let's talk about our inspiring work environment:
🇦🇺 Based in Melbourne, Australia, our vibrant team of 40 (and growing rapidly) is making waves in the industry.
🍺 Fun-fact: Our office overlooks the oldest building in Australia, an enchanting old Irish pub. Experience history and innovation coming together!
🎲 We believe in fostering a healthy work-life balance, board games, and top-notch stand-up desk workstations. It's all about creativity and collaboration.
🏡 Autonomy is our guiding principle, which is why we embrace hybrid work. Come in when you need to, or work at your optimal hours—whether that's burning the midnight oil or rising with the sun.
And here's what we offer:
😎As an early member of the Blinq family, you'll enjoy a one-of-a-kind chance to influence the company's direction in a dynamic, self-managed, and results-driven startup environment. Say goodbye to corporate nonsense and micro-management because here, you are your own boss. We believe in empowering our team members to unleash their full potential.
💸Equity in the business and a competitive salary: We value our team members and want to ensure they share in our success.
✨But here's the real magic: at Blinq, we're not just creating innovative solutions – we're creating a culture that thrives on transparency, autonomy, collaboration, and big ideas. We believe in celebrating individuality and encouraging out-of-the-box thinking. With us, you'll be inspired to push boundaries, drive innovation, and ultimately leave a lasting impact on our users on both B2C and B2B realms
🚨 If you do not check all the boxes above, that is okay - we enthusiastically encourage you to apply!
We welcome individuals at all experience levels and take pride in being an equal opportunity employer committed to creating an inclusive and diverse workforce. Join us on this remarkable journey as we reshape the way people connect and network
#LI-RM1
