Head Of Customer Operations

Nobul Resourcing Solutions; United Kingdom; Remote; GBP 80,000; Full time

Job summary

A leading SaaS company is seeking a Head of Customer Operations to lead customer onboarding and support teams. This remote role focuses on building scalable systems and processes to enhance customer loyalty and retention. The ideal candidate has significant experience in a B2B SaaS environment and a proven track record of improving team performance.

Qualifications

• Significant experience leading customer-facing teams in a B2B SaaS environment.
• A proven track record of improving team performance by diagnosing operational inefficiencies.
• Experience working in startup or scale-up environments.

Responsibilities

• Develop and own the strategic vision for the Onboarding and Customer Support teams.
• Lead and mentor a team of 11 professionals fostering a culture of accountability.
• Analyse workflows to remove inefficiencies in client onboarding and support.

Skills

Leadership

Process-driven

Data-driven decision making

Problem-solving

B2B SaaS experience

Job description

Overview

Head of Customer Operations

Location: UK, Fully Remote

Contract: Permanent, Full-Time

Salary: £80,000

Nobul is excited to be partnering with an award-winning SaaS company, who are currently recruiting for a Head of Customer Operations to join their team. This is a crucial leadership role, focused on building scalable, best-in-class Onboarding and Support functions that will be essential to our next phase of growth. As a senior leader reporting directly to the CEO, you will be responsible for two business critical functions: Customer Onboarding and Customer Support. They are looking for an inspiring leader who thrives on turning operational challenges into structured, high-performing systems and is motivated by building the foundation for customer loyalty and retention.

Responsibilities

• Develop and own the strategic vision for the Onboarding and Customer Support teams.
• Lead, mentor, and inspire a team of 11 dedicated professionals, fostering a culture of accountability, continuous improvement, and client-first problem solving.
• Analyse and re-engineer current workflows to remove inefficiencies and implement a structured approach to client onboarding and support ticket resolution.
• Oversee the creation and maintenance of an up-to-date, comprehensive internal and external knowledge base.
• Champion the use of new tools and technologies.

Key skills and experience

• Significant experience leading and scaling customer-facing teams in a B2B SaaS environment, with a focus on both customer onboarding and support.
• A proven track record of diagnosing and solving operational inefficiencies to improve team performance.
• A process-driven, technically-minded problem solver.
• Experience working in a startup or scale-up environment
• Data-driven and use metrics to inform decision-making and measure success.

How to apply

If you\'re ready to take on this exciting challenge we want to hear from you! Please apply using the button below.

We encourage you to apply immediately to be considered for the Head of Customer Operations role. If you\'d like to have an informal chat or need further information about the role, please contact John Veal at Nobul Resourcing Solutions.

Nobul Resourcing Solutions is committed to creating a diverse environment and is proud to be an equal opportunities employer. We support applications from candidates of all backgrounds and circumstances. Due to the high volume of applications, if you do not receive a response within 48 hours, please assume that your application has not been successful on this occasion. We appreciate your interest in the role and thank you for taking the time to apply