Head of customer operations

Head of Customer Operations

Location: UK, Fully Remote

Salary: Up to £80,000

Most customer operations leaders inherit a machine that already runs. This is the rarer opportunity to build one. You will own Customer Onboarding and Customer Support end to end, shape how they work, and set the standard for what great looks like as the business moves into its next phase of growth. You will report directly to the CEO, sit at the heart of the senior leadership team, and have real autonomy to turn operational challenges into structured, high-performing systems.

We are partnering with an award-winning B2B SaaS company that is bootstrapped and profitable. That matters here: it means the freedom to build deliberately for long-term value, without the short-term pressure that shapes so many scale-ups.

As Head of Customer Operations you will own two business-critical functions and be the person who builds the foundation for customer loyalty and retention, working closely with Sales and Product to deliver a seamless end-to-end customer journey.

What you'll do:

• Own the strategy, processes and performance of the Onboarding and Support teams, and define what best-in-class looks like.
• Lead, mentor and grow a team of dedicated professionals, building a culture of accountability, curiosity and client-first problem-solving.
• Diagnose and re-engineer workflows to remove inefficiencies, with clear, structured approaches to onboarding and to how tickets are logged, triaged, escalated and resolved.
• Build deep expertise in the product and the waste and recycling industry, and use it to upskill the team and lift the quality of every customer interaction.
• Own the metrics that matter, from SLA response times to CSAT and time to onboard, and use them to keep improving.
• Oversee a knowledge base that becomes a genuine source of truth for customers and the team.
• Champion new tools and technology, including AI, to speed up response times and help customers self-serve.

What you'll bring:

• Significant experience leading and scaling customer-facing teams in B2B SaaS, across both onboarding and support.
• A hands-on style: as comfortable shaping strategy as reviewing tickets, mapping onboarding journeys and writing training.
• A track record of diagnosing operational problems and actually fixing them, with the metrics to show for it.
• The curiosity and appetite to get your head around a technically and operationally complex product and industry, fast.
• A process-driven, technically-minded approach, and the ability to design triage, SLAs and training that stick.
• Experience in a startup or scale-up, and a data-driven approach to decisions.

This is a remote-first role, open to candidates across the UK, with occasional travel for client visits and team offsites. If you would rather build something than maintain it, we would love to hear from you.