Key skills
AISaaSCommunicationCollaborationSales
About this role
Role Overview
- Define and build the next chapter of support at Frontify
- Elevate customer-centric teams with systems, strategy, and infrastructure
- Evolve support model into a scalable system combining AI, automation, and human expertise
- Define metrics for success and drive visibility across the business
- Partner across teams to improve customer experience
- Manage feedback loops between Customer Support, Product, and Engineering
Requirements
- 6+ years in SaaS support, post-sales, or adjacent customer-facing functions
- 3+ years leading a team
- Experience in building or transforming a support function
- Experience managing experienced teams
- Instinct for customer experience
- Ability to think in systems and solve problems at the root
- Experience deploying AI and automation in support operations
- Collaboration with Product and Commercial teams
- Strong communication skills
- Fluent in English; German is a plus.
Benefits
- 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