Customer Support Team Lead
Frontify
full-time
Posted on:
Location Type: Hybrid
Location: Sankt Gallen • 🇨🇭 Switzerland
Visit company websiteJob Level
Senior
About the role
- Set and champion a global support strategy
- Lead and develop a high-performing team across EMEA and the US
- Develop talent intentionally with clear growth paths
- Shape operational excellence with the Support Ops Manager
- Model leadership through action
- Co-own the tooling and reporting ecosystem
- Lead data-driven decision-making
- Translate customer signals into product insights
- Collaborate cross-functionally to create cohesive customer experiences
- Foster a global support culture
- Drive continuous evolution experimenting with AI and process innovation
- Shape a unified global culture
Requirements
- 8+ years of experience in SaaS customer support
- 5+ years in leadership roles managing multi-regional or global teams
- Proven experience scaling support operations
- Experience implementing 24/7 models and self-service strategies
- Skilled in balancing people leadership with operational strategy
- Passionate about knowledge as a product
- Strong analytical and systems thinking skills
- Excellent communication and collaboration skills
- Energized by transformation and driving clarity across people, process, and technology
- Fluent in English
Benefits
- At least 5 weeks of holiday (PTO)
- Paid educational and well-being days off
- Home office setup budget
- Annual salary review
- Localized benefits
- Invite to our summer company meet-up in Switzerland
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
SaaS customer supportsupport operations scaling24/7 support modelsself-service strategiesdata-driven decision-makingAI experimentationprocess innovation
Soft skills
leadershipteam developmentanalytical skillssystems thinkingcommunicationcollaborationtransformationclarity