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FR
Frontify
last mo.

Customer Support Team Lead(m/w/x)

Sankt Gallen
Full-timeWith Home OfficeSenior
AI/ML

Description

As a Customer Support Team Lead, you will guide a global team in delivering proactive, insight-driven support while fostering a culture of growth and collaboration. This role involves shaping strategies, developing talent, and driving innovation to enhance customer experiences.

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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, self-service strategies, and structured feedback loops with Product
  • •Skill in balancing people leadership with operational strategy
  • •Passion for knowledge as a product
  • •Strong analytical and systems thinking
  • •Excellent communication and collaboration skills
  • •Energized by transformation and streamlining complexity
  • •Fluency in English

Work Experience

8 years

Tasks

  • •Set and champion a global support strategy
  • •Lead and develop a high-performing team across EMEA and the US
  • •Create clear growth paths and structured upskilling programs
  • •Shape operational excellence with the Support Ops Manager
  • •Model leadership through action and operational discipline
  • •Co-own the tooling and reporting ecosystem
  • •Lead data-driven decision-making with key metrics
  • •Translate customer signals into product insights
  • •Collaborate cross-functionally to create cohesive customer experiences
  • •Foster a global support culture aligned on values and standards
  • •Drive continuous evolution through AI and process innovation
  • •Shape a unified global culture celebrating regional strengths

Languages

English – Business Fluent

Benefits

Additional Allowances

  • •Paid educational days off
  • •Home office setup budget

Mental Health Support

  • •Paid well-being days off

Other Benefits

  • •Localized benefits

Team Events

  • •Invite to summer company meet-up
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