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
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