This range is provided by Intec Select. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.Base pay range

Head of Customer Operations – SaaSOverview

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 ResponsibilitiesOwn the full customer operations function from initial client onboarding to ongoing service deliveryManage the daily operations of the support team, ensuring inbound calls and issues are resolved efficiently and professionallyDesign and refine scalable processes to deliver a seamless customer experience and support future growthOversee team performance, resource planning, and adherence to SLAs and service targetsMonitor and improve KPIs including resolution time, CSAT, and team productivityCollaborate with cross-functional teams (Product, Engineering, Commercial) to feed operational insights into business strategyMaintain and improve customer support tools and systems (e.g. helpdesk, CRM, telephony platforms)Lead operational readiness for new feature rollouts, customer launches, or service changesSkills and ExperienceProven experience leading customer operations or service delivery teams, ideally in a SaaS or tech-driven environmentStrong track record in managing customer onboarding, support, and day-to-day service operationsSkilled in process improvement, team management, and operational performance analysisExcellent communication and stakeholder engagement skillsExperience with tools like Zendesk, Salesforce, Intercom, or similar platformsData-driven, proactive, and comfortable working in a fast-paced, high-growth businessPackageLondon / Hybrid – 1x2 Days PWPrivate health insuranceSeniority level

Mid-Senior levelEmployment type

Full-timeJob function

Information TechnologyIndustries

Software Development, IT Services and IT Consulting, and Technology, Information and Media

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