Global Support Quality Partner in London

Phorest powers 11,000 hair and beauty salons, spas and medi-aesthetic clinics using our software across the globe. Our aim is to capture 25% of the market globally – that’s one million businesses 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 Global Support Quality Partner is responsible for the ongoing operational management and maintenance of regional Support processes and global L3 operational workflows. Working closely with the Global Support Domain Manager, this role ensures that operational frameworks, escalation workflows, and reporting structures continue to run smoothly after implementation. While the Domain Manager focuses on strategic initiatives and new programs, the Support Quality Partner ensures existing systems remain effective, consistent, and well maintained across the global Support organisation. This role acts as a key operational partner to regional Team Leaders and helps maintain visibility into process health, operational risks, Voice of Customer insights, and the continued adoption of new processes across regions.

What You’ll Do

• Process Ownership and Operational Maintenance
  • Own the ongoing management of regional Support processes and global L3 operational workflows.
  • Ensure workflows and procedures remain consistent across regions.
  • Maintain documentation and update playbooks as processes evolve.
  • Monitor operational performance and flag areas needing improvement.
  • Support continuous refinement of Support workflows.
• Escalation Process Management
  • Oversee the operational health of the global L3 escalation queue.
  • Monitor backlog levels, ticket aging, and escalation risk.
  • Ensure escalations have clear ownership and next steps.
  • Identify and drive improvement initiatives to reduce recurring drivers globally.
  • Support coordination during sensitive or complex escalation situations.
• Regional Operational Partnership
  • Hold regular operational syncs with regional Team Leaders.
  • Surface regional feedback, operational risks, and process gaps.
  • Help ensure global initiatives and processes are being adopted consistently.
  • Provide structured updates on operational themes and regional insights.
• Reporting and Operational Visibility
  • Maintain ongoing reporting on support performance metrics.
  • Provide regular reporting on escalation trends, queue health, and operational risks.
  • Consolidate Voice of Customer insights coming through multiple customer-facing channels, including but not limited to Support interactions.
  • Ensure leadership has clear visibility into operational performance.
• Process Improvement Support
  • Identify opportunities to improve workflows, processes, and operational efficiency across regional Support and L3 operations.
  • Own and implement smaller operational improvements and refinements, helping maintain the effectiveness of existing processes.
  • Partner with the Domain Manager on larger process improvements and cross-functional initiatives, supporting execution and operational rollout.
  • Help operationalise new processes after rollout and support ongoing adoption across regions.

Who You Are

• Ideally 4+ years experience in SaaS Support Operations or Customer Operations in a scaling organisation.
• Strong process management and operational organisation skills with proven experience managing support processes and driving operational improvements at scale.
• Familiarity with support tooling such as Zendesk and Jira.
• A data driven mindset, with the ability to translate operational metrics into actionable insights.
• Experience working with support escalations and operational reporting in global environments.
• Comfortable working with Product, Engineering or Customer Experience cross-regional teams in a global organisation.

Benefits

• Your wellbeing is important to us - we provide private healthcare, 2 Wellness Days, an employee assistance program and a free online GP service.
• As part of our Financial Wellbeing, we provide competitive Compensation, an Employee Share Purchase Scheme, Pension, Life Assurance, and Income Protection.
• We help you travel by providing a bike to work scheme as well as tax saver transport tickets.
• We support the women who work in Phorest by offering 2 weeks leave for Fertility Treatment, Pregnancy Loss and Menopause.
• We care for your family and provide Enhanced Maternity and Paternity Benefits.
• We grow our own timber! We provide a great learning environment and extensive development opportunities. We run development programmes and provide access to many online resources including LinkedIn learning.
• Moving house? Phorest employees get 3 moving days.
• Phorest is an equal opportunity employer.
• For this position, flexi-time and working from home is possible. We are also open to remote work. Get in touch to ask for more information or to chat about your future with Phorest!

Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalised folks tend to only apply when they check every box. So if you think you have what it takes, but don’t necessarily meet every single point on the job description, please still get in touch. We’d love to have a chat and see if you could be a great fit.