Customer Support Operations Manager / HOD

Some roles keep the engine running.

This one redesigns it.

We’ve partnered exclusively with an established global SaaS business at a pivotal stage of growth. They are investing in a strategic transformation hire to reshape and lead their Customer Support Operations.

This is an exceptional opportunity for a true systems thinker who also enjoys leadership.

Someone who sees patterns others miss.

Someone who instinctively asks, “Why are we doing it this way?”

Someone energised by pulling processes apart to make them better.

In this role, you’ll take ownership of the customer support function, leading a team of four while working alongside them to elevate how the operation runs.

You won’t be buried in day-to-day tickets. Instead, you’ll focus on identifying recurring issues and how to make the system behind the work faster, smarter and more scalable.

As a leader, you’re comfortable balancing the needs of your people with the business objectives, bringing empathy to your team while also raising the bar for quality, speed and performance.

A key project you’ll lead is the rollout and optimisation of new systems, including the implementation of HubSpot as a central CRM.

You’ll rethink workflows, automate manual processes and bring greater structure to reporting and forecasting. You’ll also ensure the support function is operationally ready as new products launch, including designing SOPs and processes that allow the team to deliver consistently.

What sets this opportunity apart is the mindset of the business itself. Trial, error and iteration are encouraged. The leadership team understands that growth requires evolution, and they are investing in someone who can bring both operational leadership and fresh thinking to the table.

A bit about you

• You resonate with all of the above.
• You have experience leading customer support or customer operations in a SaaS, digital, innovation-led or customer-centric environment.
• You’ve been hands-on in improving how support operations work behind the scenes.
• You’ve implemented or optimised CRM platforms (HubSpot experience is highly valuable) and have successfully introduced improvements to workflows, automation or reporting that make teams more efficient and engaged.

If you’ve been waiting for the right platform to step in and shape real transformation, this could be it. Apply online!

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