Customer Support Team Lead

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 At Frontify, we believe great customer experiences start with great people—and the systems that empower them. As our Customer Support Team Lead, you’ll shape the future of how we support customers worldwide. You won’t simply run a function; you’ll guide and build a global team into its next chapter, bringing clarity, energy, and a builder’s mindset to everything you touch. You’ll set a bold vision for a modern, AI‑powered, insight‑driven support organization that’s deeply connected to Product and Engineering, leading and coaching diverse distributed teams across Switzerland and the US, elevating their technical depth, entrepreneurial thinking, and autonomy while building a unified 24/7 model that scales with our ambitions. This is a role for someone who thrives in a competitive landscape, loves solving complex problems with smart systems and even smarter people, and sees customer support as a powerful engine for product insight and customer success. Your Responsibilities Set and champion a global support strategy, blending human expertise with modern tooling, automation, and AI - shifting the team toward proactive, insight‑driven support. Lead and develop a high‑performing team across EMEA and the US, coaching managers and specialists to grow in autonomy, technical depth, and impact. Develop talent intentionally, creating clear growth paths, structured upskilling programs, and hands‑on mentorship that helps people stretch beyond their comfort zones. Shape operational excellence with the Support Ops Manager, setting strategic direction for processes, SLAs, and automation to balance quality, speed, and scalability. Model leadership through action, demonstrating curiosity, operational discipline, and a willingness to dive into challenges alongside your team. Co‑own the tooling and reporting ecosystem, defining vision and priorities while aligning cross‑functionally on data and system improvements. Lead data‑driven decision‑making, partnering with Support Ops to define key metrics and translate insights into cross‑departmental action. Translate customer signals into product insights, establishing structured feedback loops with Product, Engineering, and Design teams to improve reliability, usability, and satisfaction. Collaborate cross‑functionally, aligning with Product, Product Marketing, Customer Success, Sales, and Enablement to create cohesive customer experiences and scalable internal enablement. Foster a global support culture, ensuring alignment on values, communication, and standards while celebrating regional strengths and diversity. Drive continuous evolution, experimenting with AI, self‑service models, and process innovation to future‑proof the support function. Shape a unified global culture, celebrating regional strengths while aligning on shared values, communication styles, and ways of working. Your Story You can work remotely or hybrid within Switzerland, with access to our office in St. Gallen, and collaborate regularly with our US‑based team. You have 8+ years of experience in SaaS customer support, including 5+ years in leadership roles managing multi‑regional or global teams. You have proven experience scaling support operations, including implementing 24/7 models, self‑service strategies, and structured feedback loops with Product. You’re skilled at balancing people leadership with operational strategy, able to zoom between team development, process optimization, and cross‑functional influence. You’re passionate about knowledge as a product, and you know how to turn documentation, automation, and data into scalable customer empowerment. You demonstrate strong analytical and systems thinking, using metrics, trends, and root‑cause analysis to guide strategy and performance. You’re an excellent communicator and collaborator, capable of building trust with executives, peers, and team members across time zones. You’re energized by transformation—streamlining complexity, removing friction, and driving clarity across people, process, and technology. You speak English fluently 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 At least 5 weeks of holiday (PTO) Paid educational and well‑being days off Home office setup budget Annual salary review Localized benefits Invite to our summer company meet‑up in Switzerland Important to us At Frontify, we believe in being true to ourselves: We are committed to creating and fostering an inclusive environment of vibrant individuals whose diverse perspectives build our collective future. We aim to provide equal opportunities and nurture a workplace free of harassment and discrimination. Next Steps Apply: Submit your CV and answer a few questions. We’ll update you on your application. Talent Partner: Meet our Talent Team to discuss Frontify, the role, and your background. Team Meetings: Connect with your future team, discuss the role, showcase your skills, and explore your potential new journey. Join Us: If it’s a match, welcome to Frontify 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. #J-18808-Ljbffr