frontify - Head of Customer Support

• 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. • 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.