Customer Service Representative overseeing the day - to - day coordination of customer shipments. Ensuring requirements are met while providing effective shipment planning and updates in Jakarta, Indonesia.
About the role
- Customer Support Team Lead at Frontify shaping customer support operations globally. Leading EMEA and US teams for a modern AI-driven support organization.
Responsibilities
- 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
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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