Head of Customer Support in London

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 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.
• 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.
• 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.
• 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.
• 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.

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.