Head of Customer Operations – UKI

Phorest; Remote; GBP 80,000 - 100,000; Full time

Job summary

A global software company in the UK is seeking a Head of Customer Operations to enhance the customer experience across the UK & Ireland. This role requires a senior leader with over 5 years of experience in customer operations, capable of driving software adoption and operational excellence. Ideal candidates will have strong analytical skills and proven experience leading diverse teams. The position also offers competitive compensation, benefits like private healthcare, and supports flexible working arrangements.

Benefits

Private healthcare

Wellness Days

Employee Share Purchase Scheme

Pension plan

Enhanced Maternity and Paternity Benefits

Qualifications

• 5+ years’ experience leading Customer Support and/or Operations teams.
• Proven track record of improving efficiency and quality.
• Experience in a SaaS or technology-driven environment.

Responsibilities

• Define and execute regional strategy for technical customer operations.
• Lead high-volume customer-facing functions including Support and Onboarding.
• Drive operational excellence through analytical rigor and process compliance.

Skills

Customer Support experience

Leadership skills

Analytical skills

Stakeholder management

Cross-functional collaboration

Education

5+ years in customer operations/leadership

Job description

This is a Remote-First position with expectation to travel to the Dublin office once a week.

About Phorest

Phorest powers 11,000 hair and beauty salons using our software across the globe. Our aim is to capture 25% of the market globally – that’s one million salons and a billion-dollar company.

We are growing and would like to add a new member to our team. You will join a group of highly motivated individuals, to help us grow Phorest faster.

The Opportunity

This is a senior regional leadership role with the opportunity to shape, scale, and continuously improve the technical customer experience across the UK & Ireland. As Head of Customer Operations – UKI, you will own the regional operating strategy for high-volume, repeatable customer-facing technical functions, while partnering closely with global leadership to ensure alignment with company-wide vision, systems, and standards.

You will play a critical role in delivering operational excellence across Support, Onboarding, Pay Operations, Feature Activation, and Data Migration, ensuring customers experience a seamless, efficient, and high-quality journey from implementation through long-term success. This role offers significant influence across regional execution and global direction, with accountability for performance, people leadership, and customer outcomes.

What You’ll Do

• Define, lead, and execute the regional strategy for technical customer operations across the UK & Ireland, ensuring alignment with global customer operations vision, playbooks, and KPIs.

• Lead and optimise high-volume customer-facing functions including Support, Onboarding, Pay Ops, Feature Activation, and Data Migration.

• Implement and locally optimise global SOPs, standards, and customer experience playbooks to meet regional performance and quality targets.

• 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.

• Own and drive regional performance against key metrics such as time-to-go-live, time-to-first-value, support resolution times, and SGH.

• Act as the primary regional stakeholder for customer operations tooling and technology adoption, feeding regional requirements into global roadmaps.

• 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.

Who You Are

• 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.

• Adaptable, pragmatic, and comfortable operating in ambiguity and change.

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

Benefits

🧘Your wellbeing is important to us - we provide private healthcare, 2 Wellness Days, an employee assistance program and a free online GP service.

💰As part of our Financial Wellbeing, we provide competitive Compensation, an Employee Share Purchase Scheme, Pension, Life Assurance, and Income Protection.

🚵🏿 We help you travel by providing a bike to work scheme as well as tax saver transport tickets.

🦸♀️We support the women who work in Phorest by offering 2 weeks leave for Fertility Treatment, Pregnancy Loss and Menopause.

🍼We care for your family and provide Enhanced Maternity and Paternity Benefits.

🌳We grow our own timber! We provide a great learning environment and extensive development opportunities. We run development programs and provide access to many online resources including LinkedIn learning.

🏠Moving house? Phorest employees get 3 moving days.

Want to learn more about Phorest? Check out nothingventured.rocks for our blog and Insights on building an evergreen company from the team here at Phorest.

Phorest is an equal opportunity employer. For this position, flexi-time and working from home is possible. We are also open to remote work. Get in touch to ask for more information or to chat about your future with Phorest!

Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalised folks tend to only apply when they check every box. So if you think you have what it takes, but don\'t necessarily meet every single point on the job description, please still get in touch. We\'d love to have a chat and see if you could be a great fit.