At a Glance
- Tasks: Lead and build customer onboarding and support teams from the ground up.
- Company: Award-winning B2B SaaS company focused on long-term value.
- Benefits: Competitive salary, remote work, and the chance to shape a growing team.
- Other info: Remote-first role with opportunities for growth and innovation.
- Why this job: Make a real impact by creating exceptional customer experiences and driving loyalty.
- Qualifications: Experience in leading customer-facing teams in B2B SaaS and a hands-on approach.
The predicted salary is between 70000 - 80000 £ per year.
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.
Head of Customer Operations in England employer: Nobul Resourcing Solutions
Join an award-winning B2B SaaS company that values long-term growth and innovation, offering you the unique opportunity to build and shape customer operations from the ground up. With a fully remote work culture, you will enjoy the flexibility to balance your professional and personal life while being part of a supportive team that prioritises accountability and client-first problem-solving. As Head of Customer Operations, you will have direct access to the CEO and the chance to lead a dedicated team, fostering your own professional development in a dynamic and rewarding environment.
Contact Details:
Nobul Resourcing Solutions Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Operations in England
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Nobul Resourcing Solutions. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Nobul Resourcing Solutions before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Customer Operations in England
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Nobul Resourcing Solutions:Your cover letter is your chance to shine! Tell us why you want to work at Nobul Resourcing Solutions specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Nobul Resourcing Solutions!
How to prepare for a job interview at Nobul Resourcing Solutions
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
