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

This international team is made up of a strategic and driven bunch who have diverse skill sets in design, agencies, project management, and, of course, customer success. Together, they combine their skills to support our customers to bring their brand to the next level. When they’re not advising, supporting, or guiding our customers on the latest features, they'll be enjoying the great outdoors, hanging out with their friends and family, or even sailing.

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

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.

Why join us?

What we offer

Important to us

Frontify is a place where authenticity and inclusion thrive, empowering every voice to help shape our future.

We’re committed to an inclusive hiring experience. If you need any support or adjustments during the recruitment process, please contact

or let your talent partner know when scheduling. Any information shared will be treated confidentially.

Next steps

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.

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.

We use artificial intelligence (AI) tools to record and transcribe interviews and to help our team review candidate profiles. These tools do not replace human judgment, and all final hiring decisions are made by people. Please see our Privacy Notice for more information.