Head of Customer Support

Role Overview

• Define and build the next chapter of support at Frontify.
• Lead a global team of ten, with seven direct reports and one team lead.
• Evolve our support model into a scalable, future-ready system that blends AI, automation, and human expertise.
• Strengthen clear principles for high-quality support at scale.
• Deepen and scale structured feedback loops between Customer Support, Product, and Engineering.
• Build a scalable knowledge infrastructure that improves with every interaction.
• Define and evolve metrics that matter – from customer satisfaction to product insights.
• Work closely with Product, Engineering, and Commercial teams to improve the customer experience.

Requirements

• 6+ years in SaaS support, post-sales, or adjacent customer-facing functions, including 3+ years leading a team.
• Built or transformed a support function and can show the impact of your work.
• Managed experienced teams in the past and enjoy fostering a culture of growth, collaboration, and innovation.
• Genuine instinct for customer experience – care about how customers feel in every interaction.
• Think in systems and solve problems at the root, not just at the surface.
• Deployed AI and automation in support operations with concrete outcomes.
• Enjoy collaborating with Product and Commercial teams to turn customer signals into meaningful outcomes.
• Clear, confident communicator across technical teams, leadership, and customers.
• Speak English fluently; German is a plus.

Benefits

• Medical, dental, and vision coverage with fully company-paid plan options
• 401k with 5% matching
• A minimum of 25 days of PTO per year
• Paid educational and wellbeing days off
• Parental, bereavement, and sick leave
• Wellbeing, learning and development, and commuter allowance
• Home office setup budget
• Weekly free office lunch
• Workation: Work from inspiring locations around the world (45 days annually)
• Invite to our summer company meet-up