Head of Customer Support

We're all about helping brands turn ideas into impact.
Frontify’s brand platform transforms how teams organize digital assets, collaborate on projects, and create engaging campaigns. Our people empower thousands of marketers and designers — including teams at Uber, Microsoft, Volkswagen, and Telefónica — to build engaging brands.
With headquarters in St. Gallen, Switzerland, and offices in London and New York City, we share a vibrant culture built on creativity, collaboration, inclusion, and joy. And we’re on the lookout for new team members to share our vision. If you’re ready for a brand-new adventure, keep reading!
Your teamWe’re a diverse team of generalists who aim to know everything about anything Frontify. We love asking questions that drive learning and bringing that knowledge to colleagues and customers. Working cross-functionally, we bridge gaps between Technology, Business, and Services to create a panoramic view of the business. We’re a team that’s all about trying new things, and we’re people who value creativity, autonomy, transparency, solidarity, and boast a can-do attitude.

Your mission

As our Head of Customer Support, you’ll define and build the next chapter of support at Frontify. You’ll take a capable, deeply customer-centric team and elevate it with the systems, strategy, and infrastructure it needs to scale globally.   This isn’t about fixing what’s broken – it’s about building what’s next. You’ll evolve our existing support model into a scalable system that combines AI, automation, and human expertise, and define what great support looks like at scale – balancing efficiency, quality, and customer trust.   Along the way, you’ll evolve a modern support architecture, a knowledge ecosystem that compounds over time, and a feedback engine that shapes the product itself.

Your responsibilities

Lead and develop a global team
- You'll lead a global team of ten, with seven direct reports and one team lead you'll coach to independently run their sub-team of three. This role reports directly to the VP of Operations.
Evolve and scale the support system
-  You’ll evolve our support model into a scalable, future-ready system that blends AI, automation, and human expertise - You’ll strengthen clear principles for delivering high-quality support at scale – balancing efficiency, quality, and the customer experience that's become a Frontify hallmark.   Turn support into a product intelligence engine
- You’ll deepen and scale the structured feedback loops between Customer Support, Product, and Engineering.
- You’ll translate customer signals into clear insights that influence roadmap decisions.   Own the knowledge ecosystem
- You’ll build a scalable knowledge infrastructure that improves with every interaction.
- You’ll embed a culture where documentation and knowledge-sharing are part of how the team works.   Define success and drive visibility
- You’ll define and evolve the metrics that matter – from customer satisfaction to deflection and product insights.
- You’ll make support performance and learnings visible and actionable across the business.   Partner across the business
- You’ll work closely with Product, Engineering, and Commercial teams to improve the end-to-end customer experience.
- You’ll represent support at the leadership level, ensuring it plays a strategic role in how Frontify scales.

Your story

• You’re able to work remotely from anywhere in Switzerland. You’ll always have a seat in our St Gallen office, though, for whenever you come by. 
• You have 6+ years in SaaS support, post-sales, or adjacent customer-facing functions, including 3+ years leading a team.
• You’ve built or transformed a support function and can clearly show the impact of your work.
• You have managed experienced teams in the past, and enjoy fostering a culture of growth, collaboration, and innovation.
• You have a genuine instinct for customer experience – you care about how customers feel in every interaction, not just whether the ticket closed.
• You think in systems and solve problems at the root, not just at the surface.
• You've deployed AI and automation in support operations and can point to concrete outcomes – deflection, resolution time, quality, or team leverage.
• You enjoy collaborating with Product and Commercial teams to turn customer signals into meaningful product and business outcomes.
• You’re a clear, confident communicator across technical teams, leadership, and customers.
• You speak English fluently; German is a plus.

We understand that every candidate’s experience is different. If you’re interested in this role but don’t tick all the boxes, we still encourage you to apply.   Why join us? - Thrive with the tools and support to shape your future at Frontify. - Be part of a product that connects brands and people with a human touch. - Enjoy flexibility, opportunities to grow, and exposure to innovative technologies and ideas. - Join a vibrant, social team—whether you love animals, yoga, or travel, we’ve got the Slack channels for you!   What we offer - A minimum of 25 days annual leave per year  - Parental, family care, and bereavement leave - Daily sickness benefits and accident insurance - Paid educational and wellbeing days off - Wellbeing, learning and development, and commuter allowance  - Home office setup budget - Pension fund: contributions paid 60% by us and 40% by you - Access to exclusive perks and discounts from hundreds of top brands - Workation: Work from inspiring locations around the world for up to 45 days per year! - Invite to our summer company meet-up   Important to us Frontify is a place where authenticity and inclusion thrive, empowering every voice to help shape our future.   We’re committed to an inclusive hiring experience. If you need any support or adjustments during the recruitment process, please let your Talent Partner know when scheduling. Any information shared will be treated confidentially.   Next steps If there’s a fit, you’ll meet our Talent Partner to discuss your experience and explore whether Frontify is the right place for you.   This description outlines the primary duties of the role, which may evolve in response to business needs and company growth. We’re looking for someone comfortable with change and excited to contribute to a dynamic environment. If this sounds like you, come join us and help shape what’s next.   We may conduct preliminary checks for successful candidates, depending on the role and in line with local laws. We’ll share all relevant details during the interview process.