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
- London / Hybrid – 1×2 Days PW
- Salary: £65,000 – £70,000 + package
- Private health insurance
- Pension scheme
- A high-impact role in a collaborative, ambitious SaaS company