Customer Support & Technical Services Specialist
New York, NY
Customer Success – Customer Support /
Full-time /
Hybrid
Your new company
A lot has changed at Frontify over the last decade, but people continue to be at the heart of our vision.
Every day, we empower thousands of brand builders worldwide — including teams at Lufthansa, KIA, Vodafone, and Uber — to create brands that have an impact. Our more than 300 employees collaborate and engage in and around our headquarters in St. Gallen, Switzerland, and offices in London and New York City. And we’re looking for new team members to join us.
We’re built on a collaborative culture of experimentation, trust, and transparency. If you want to help us achieve our mission of creating a home where brands can thrive, read on.
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
This is not basic customer support. You are a true product expert who’s technically savvy and an essential resource for your colleagues and customers – we’re key players in everything Frontify does. You’ll improve our processes and product through various measures, such as transmitting customer feedback, managing data migrations, setting up custom domains, SSOs, suggesting efficiency improvements, and more.
Your Story
- You have at least 5+ years of experience as a support specialist or in a technical support role in the SaaS world.
- You take initiative and love investigating and solving problems to answer questions.
- You have general technical know-how and an affinity for learning new software.
- You don’t have to be a developer but having dabbled in HTML, CSS, SQL, and maybe some other languages would be a big plus.
- You’ve demonstrated outstanding analytical and problem-solving expertise - You think outside the box and use all resources available to you, both internal and external when faced with a new problem.
- You’re a product expert and a problem solver – be it troubleshooting someone's connection issues or reproducing a bug they experienced/reported.
- You thrive in a high-volume Technical Support team - You work well under pressure and are capable of multitasking to meet customer demands and expectations.
- You offer hands-on general customer support via Intercom chat and email as well as internal support via Slack.
- You know a thing or two about databases.
- You have experience in Supporting API and Marketplace products is a big plus
- You speak English fluently
$77,500 - $91,000 a year
Why join us?
· We want to see you thrive; we’ll provide you the tools to shape your place and future at Frontify.
· We have a product that helps to connect brands and people with a human element.
· We offer you the chance to enjoy your work, offering flexibility, opportunity, and exposure to new technologies and ideas.
· We are a social bunch so if you are an animal lover, a student of yoga, or love travel, we have all the slack channels you need!
What we offer
· We encourage you to take at least 5 weeks of holiday
· Budget for home office set-up
· Biannual salary review
· Additional localized benefits
· Invite to our annual, summer company meet-up
Important to us
At Frontify, we believe in being true to ourselves: We are committed to creating and fostering an inclusive environment of vibrant individuals whose diverse perspectives build our collective future. We aim to provide equal opportunities and nurture a workplace free of harassment and discrimination.
Next steps
1) Send us your CV and answer some questions: You’ll hear back from us with updates on your application.
2) Virtual call with the Recruiter: You'll meet the Talent team to discuss Frontify, the role, and you – your passions, your skills, you.
3) Virtually meet the team: You'll meet your new team over a few calls. You'll discuss the role, showcase your skills through your answers or a case study (or both), and get a feel for the brand-new journey that's awaiting you.
4) Join us: If all goes well, you'll join Frontify's journey soon.
We also wanted to let you know that we may run preliminary checks on successful candidates. In the instance we run a preliminary check, it will depend on the role you are applying for and will be done in accordance with the applicable law of the country of employment. We’ll provide you with all the details about the next steps during the interview process
