Head of Customer Operations

Head of Customer Operations - SaaS Overview

An excellent opportunity has arisen with a growing SaaS company, providing smart, scalable solutions to a diverse customer base. As they expand, we're looking for a Head of Customer Operations to lead the day-to-day running of their customer support and service delivery functions. This is a hands-on leadership role focused on operational excellence. You'll be responsible for ensuring customers receive timely, high-quality support, while also overseeing client onboarding, service continuity, and process optimisation.

Role and Responsibilities

• Own the full customer operations function from initial client onboarding to ongoing service delivery
• Manage the daily operations of the support team, ensuring inbound calls and issues are resolved efficiently and professionally
• Design and refine scalable processes to deliver a seamless customer experience and support future growth
• Oversee team performance, resource planning, and adherence to SLAs and service targets
• Monitor and improve KPIs including resolution time, CSAT, and team productivity
• Collaborate with cross-functional teams (Product, Engineering, Commercial) to feed operational insights into business strategy
• Maintain and improve customer support tools and systems (e.g. helpdesk, CRM, telephony platforms)
• Lead operational readiness for new feature rollouts, customer launches, or service changes

Skills and Experience

• Proven experience leading customer operations or service delivery teams, ideally in a SaaS or tech-driven environment
• Strong track record in managing customer onboarding, support, and day-to-day service operations
• Skilled in process improvement, team management, and operational performance analysis
• Excellent communication and stakeholder engagement skills
• Experience with tools like Zendesk, Salesforce, Intercom, or similar platforms
• Data-driven, proactive, and comfortable working in a fast-paced, high-growth business

Package

• Private health insurance

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