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Frontify is the all-in-one brand management platform for building powerful brand experiences.
The Role
Lead and scale a global Customer Support organization (10 people) by building a future-ready support model that blends AI, automation, and human expertise. Own knowledge infrastructure, feedback loops into Product, success metrics, cross-functional partnership, and visibility of support performance to drive product and business outcomes.
Summary Generated by Built In
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 team
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.
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.
- 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.
- 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.
- 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.
- 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.
- 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 the UK. You’ll always have a seat in our London 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.
Skills Required
- Ability to work remotely from anywhere in the UK
- 6+ years in SaaS support, post-sales, or adjacent customer-facing functions
- 3+ years experience leading teams
- Proven track record building or transforming a support function with measurable impact
- Experience deploying AI and automation in support operations with measurable outcomes (deflection, resolution time, quality, or leverage)
- Experience managing experienced teams and fostering a culture of growth and collaboration
- Strong customer experience instincts and focus on quality of interactions
- Ability to translate customer signals into product and business outcomes; collaborate with Product and Commercial teams
- Clear, confident communication across technical teams, leadership, and customers
- Fluent in English
- German language skills
Frontify Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Frontify and has not been reviewed or approved by Frontify.
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Leave & Time Off Breadth — Policies include a minimum of five weeks of paid vacation, flexible hours, and hybrid/remote options. Feedback suggests time away and flexibility are consistently highlighted as strengths.
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Healthcare Strength — U.S. employees receive comprehensive medical, dental, and vision coverage, and all employees have access to dedicated mental-health support. Location-specific medical offerings (e.g., UK private medical and cashback plans) reinforce core health coverage.
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Parental & Family Support — Paid parental leave, lactation accommodations, and family-friendly scheduling are explicitly provided. Childcare benefits and supportive leave structures indicate meaningful backing for parents and caregivers.
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The Company
What We Do
With our best-in-class brand management platform, Frontify is on a mission to create a home where all brands can thrive. We envision a world where all teams and workforces, big and small, are empowered and engaged to be a part of building beloved brands.
Why Work With Us
Our community is spread across the world but we are always brought together by our shared values. At Frontify, we aim to stay united, be authentic, improve ourselves, and thrive together as a team.
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