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