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Head of Customer Operations
Job Posted: 8 hours ago
Salary: £ 60,000 - 70,000 / Annum
Job Type: Permanent
Location: United Kingdom
Expire in: a month
Job Description
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 changesSkills 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 businessPackage
London / Hybrid – 1x2 Days PW
Salary: £65,000 - £70,000 + package
Private health insurance
Pension scheme
A high-impact role in a collaborative, ambitious SaaS companyBefore You Apply
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