Job Overview
Location
New York, NY
Job Type
Full-time
Category
Design
Date Posted
June 19, 2026
Full Job Description
đź“‹ Description
- • Provide technical customer support to Frontify’s enterprise customers across the Americas, resolving complex issues related to the brand platform’s digital asset management, collaboration tools, and campaign creation features.
- • Serve as the primary point of contact for customers experiencing technical difficulties, guiding them through troubleshooting steps via email, chat, and video calls with clarity and empathy.
- • Collaborate closely with Product, Commercial, and Services teams to escalate critical bugs, feature requests, and workflow gaps, ensuring customer feedback directly informs product improvements.
- • Leverage AI-powered tools to triage and resolve high-volume, repetitive support tickets, allowing focus on complex, high-impact customer issues that require human judgment and creativity.
- • Maintain detailed documentation of solutions, known issues, and workarounds in internal knowledge bases to improve team efficiency and customer self-service outcomes.
- • Participate in cross-functional initiatives to enhance customer onboarding, training materials, and product usability based on recurring support patterns and customer insights.
- • Stay current on all Frontify platform updates, new features, and integrations to provide accurate, up-to-date guidance to customers and internal stakeholders.
- • Work within a global support organization, coordinating with teams in Switzerland and the UK to ensure consistent, high-quality customer experiences across time zones.
- • Demonstrate deep curiosity about the Frontify platform, proactively learning its architecture, API integrations, and underlying technologies to solve problems beyond surface-level symptoms.
- • Embrace autonomy in managing your caseload while maintaining transparency with teammates through daily check-ins, shared dashboards, and collaborative problem-solving sessions.
- • Foster a culture of inclusion and solidarity by mentoring new support specialists, sharing knowledge, and contributing to team rituals that celebrate wins and learn from setbacks.
- • Balance speed and precision in resolving tickets, prioritizing customer satisfaction without compromising accuracy or long-term system integrity.
- • Act as a brand ambassador for Frontify, representing the company’s values of creativity, collaboration, and joy in every customer interaction.
- • Contribute to continuous improvement of support processes by identifying inefficiencies and proposing data-informed solutions that reduce resolution times and increase customer retention.
🎯 Requirements
- • Proven experience in technical customer support for SaaS platforms, particularly in digital asset management, marketing technology, or enterprise software
- • Strong ability to troubleshoot technical issues across web applications, APIs, and integrations with third-party tools
- • Excellent written and verbal communication skills in English, with the ability to explain complex technical concepts to non-technical users
- • Comfort working in a fast-paced, cross-functional environment with shifting priorities and evolving product features
- • Familiarity with CRM or support ticketing systems (e.g., Zendesk, Salesforce)
- • Demonstrated curiosity and willingness to learn new technologies and platform architectures
🏖️ Benefits
- • Competitive salary and performance-based bonuses
- • Comprehensive health, dental, and vision insurance
- • Generous paid time off and flexible work hours
- • Professional development stipend for courses, certifications, and conferences
Skills & Technologies
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About Frontify AG
Frontify AG provides a cloud-based brand management platform that centralizes digital assets, brand guidelines, and design collaboration for global enterprises. The Swiss SaaS company enables marketing, design, and product teams to create, share, and govern on-brand content across websites, campaigns, and digital touchpoints through features like digital asset management, template creation, approval workflows, and analytics. Founded in 2013, it serves organizations including Lufthansa, Toyota, and Swisscom to ensure brand consistency at scale while streamlining creative operations and reducing production time.
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