Head of Customer Operations
Location: UK, Fully Remote
Salary: Up to £80,000
About the Head of Customer Operations role:
Nobul is excited to be partnering with an award-winning SaaS company, which is 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.
What you’ll do as the Head of Customer Operations:
* Develop and own the strategic vision for the Onboarding and Customer Support teams.
* Lead, mentor, and inspire a team of 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 for our Head of Customer Operations:
* 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.