Frontify
Customer Success Manager(m/w/x)
Vollzeitmit HomeofficeBerufserfahren
Sankt Gallen
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Dein persönlicher KI-Karriere-Agent
FRFrontify
Technical Customer Support Specialist - German-speaking(m/w/x)
Vollzeitmit HomeofficeBerufserfahren
Nejo KI-Zusammenfassung
Troubleshooting SaaS technical issues for Frontify's brand platform, supporting marketers and designers. Fluent German and English technical customer-facing support experience required. Workation up to 45 days/year, 25 days annual leave.
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Anforderungen
- Fluent German and English
- Based in Switzerland, hybrid work from St Gallen office
- Technical customer-facing support experience in SaaS
- Owning issues end to end
- Technical aptitude with SSO/SAML, DNS, APIs
- Interest in learning new technical layers
- Experience with modern support tooling (Intercom or similar)
- Excited to work with AI and automation
- Genuine instinct for customer experience
- Systems thinking and root cause problem solving
- Documentation as you go
- Clear, confident communication with customers and teams
- Encouraged to apply even if not all boxes ticked
- Comfortable with change
- Excited to contribute to dynamic environment
Aufgaben
- Serve as the primary point of contact for technical assistance
- Provide timely and professional customer responses
- Troubleshoot and resolve customer issues
- Maintain a customer-centric approach
- Diagnose and analyze reported issues
- Identify the root cause of issues
- Implement effective solutions
- Provide clear workarounds for issues
- Report bugs with necessary detail
- Partner with Engineering and Product teams
- Resolve complex or escalated issues
- Document troubleshooting steps and solutions
- Coordinate and implement Custom Domain setups
- Coordinate and implement SSO/SAML setups
- Handle certificate handling and renewals
- Drive setups to timely completion
- Troubleshoot setup issues
- Escalate critical or high-impact issues
- Provide context for fast issue resolution
- Keep customers informed on escalation progress
- Work alongside AI support tooling
- Identify gaps in AI tooling performance
- Feed back information to improve AI tooling
- Educate customers on self-help resources
- Create and maintain support documentation
- Build knowledge base articles
- Develop troubleshooting guides
- Share knowledge and best practices with teammates
- Uphold quality standards in interactions
- Participate in quality reviews and training
- Surface recurring issues and patterns
- Turn recurring issues into process improvements
- Handle sensitive customer data securely
Berufserfahrung
ca. 1 - 4 Jahre
Ausbildung
Abgeschlossene BerufsausbildungODER
Bachelor-AbschlussODER
Master-Abschluss
Sprachen
Deutsch – fließend
Englisch – fließend
Tools & Technologien
SSO/SAMLDNSAPIsIntercom
Benefits
Workation & Sabbatical
- Workation up to 45 days/year
Großzügige Elternzeit
- Parental leave
Familienfreundlichkeit
- Family care leave
Sonstige Vorteile
- Bereavement leave
- Daily sickness benefits
- Accident insurance
Sonstige Zulagen
- Paid educational days off
- Wellbeing allowance
- Learning and development allowance
- Home office setup budget
Mentale Gesundheitsförderung
- Paid wellbeing days off
Parkplatz & Pendelvorteile
- Commuter allowance
Betriebliche Altersvorsorge
- Pension fund contributions (60% employer)
Mitarbeiterrabatte
- Exclusive perks and discounts
Team Events & Ausflüge
- Summer company meet-up invitation
Von Nejo automatisch aufbereitet
Nejo hat diesen Job automatisch von der Website des Unternehmens Frontify erfasst und die Informationen auf Nejo mit Hilfe von KI für dich aufbereitet. Trotz sorgfältiger Analyse können einzelne Informationen unvollständig oder ungenau sein. Bitte prüfe immer alle Angaben in der Originalanzeige! Inhalte und Urheberrechte der Originalanzeige liegen beim ausschreibenden Unternehmen.
Zur Originalanzeige bei FrontifyÜber das Unternehmen
FR
ITSankt Gallen
The company provides a brand platform that helps teams organize digital assets, collaborate on projects, and create engaging campaigns.
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