Head Of Customer Operations (Uki)

TL;DR

Head of Customer Operations (UKI): Leading support and onboarding teams across the UK and Ireland, focusing on people leadership, operational excellence, and scaling at pace. Focus on delivering operational excellence across support, onboarding, and ensuring a seamless, efficient, and high-quality customer journey.

Location: Hybrid, with expectation to travel to the Dublin office once a week.

Salary: Competitive Compensation provided.

Company

Phorest powers 11,000 hair and beauty salons using our software across the globe.

What you will do

• Define, lead, and execute the regional strategy for technical customer operations across the UK & Ireland.
• Lead and optimise high-volume customer-facing functions including Support, Onboarding, Pay Ops, Feature Activation, and Data Migration.
• Drive operational excellence through strong analytical rigour, process compliance, and continuous improvement.
• Build, lead, and develop a high-performing regional leadership team, managing managers and ensuring strong engagement, retention, and succession.
• Partner closely with Customer Success, Product, Engineering, and other regional leaders to deliver a seamless, end-to-end customer experience.
• Serve as the regional customer advocate, surfacing high-impact technical friction points and influencing prioritisation and decision-making.

Requirements

• A senior customer operations leader with 5+ years’ experience leading Customer Support and/or Operations teams in a SaaS or technology-driven environment.
• Experienced in driving software adoption through onboarding, technical support, and operational process excellence.
• Comfortable leading leaders and managing complex, multi-team operational environments.
• Highly analytical and process-oriented, with a proven track record of improving efficiency, quality, and scalability.
• A strong cross-functional collaborator with excellent stakeholder management skills across technical and commercial teams.
• A clear, confident communicator who can engage both technical and non-technical audiences.

Nice to have

• Experience in the Hair & Beauty industry is a bonus, but not required.

Culture & Benefits

• Private healthcare, 2 Wellness Days, an employee assistance program and a free online GP service.
• Employee Share Purchase Scheme, Pension, Life Assurance, and Income Protection.
• Bike to work scheme as well as tax saver transport tickets.
• 2 weeks leave for Fertility Treatment, Pregnancy Loss and Menopause.
• Enhanced Maternity and Paternity Benefits.
• Great learning environment and extensive development opportunities.