Head of Customer Support, Frontify
Brand management platform
Job no longer available
Brand management platform
201-500 employees
Job no longer available
201-500 employees
Company mission
To create a home where all brands can thrive.
Role
Who you are
- 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
- We understand that every candidate’s experience is different. If you’re interested in this role but don’t tick all the boxes, we still encourage you to apply
What the job involves
- 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'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 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
- 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 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 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 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
Application process
- If there’s a fit, you’ll meet our Talent Partner to discuss your experience and explore whether Frontify is the right place for you
Salary benchmarks
Our take
Global brands are experiencing exponential demand for more content across increasingly automated channels. Meanwhile, research has shown that employees spend about 16% of their time searching for information and assets they need, but are finding them only 56% of the time.
Frontify was created to be a central hub for companies, serving as a brand management portal that includes dynamic, modularised design systems. Here, employees can find brand assets that can be edited, maintained and shared with others across the company and beyond.
The company has invested in its international growth and product development, doubling down on its unique combination of a full-suite service and high UX standards. It has also expanded its executive team and acquired real-time image and video processing service TwicPics to support continued scaling.
Freddie
Company Specialist at Welcome to the Jungle
Insights
4% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Sep 2021
$50m
SERIES C
Jan 2020
$22.3m
SERIES B
Total funding: $80.6m
Company benefits
- Flexible working hours
- Stock options & company success bonus
- Collaborative, social places to bring people together in-person & virtually
- Work from anywhere
- Paid parental leave
Company HQ
St. Gallen, SG
Leadership
Roger Dudler
(CEO & Founder)Previously a Senior Software Engineer at Namics in Switzerland. Also worked as a Developer for over a decade at various technology companies before founding Frontify.
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