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!

We’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.

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.

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.