Customer Support Operations Manager / HOD

Role Overview

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.

It’s an exceptional opportunity for a true systems thinker who also enjoys leadership.

Responsibilities

• Take ownership of the customer support function and lead a team of four.
• Identify recurring issues and optimize the system behind the work to make it faster, smarter and more scalable.
• Lead the rollout and optimisation of new systems, including implementing HubSpot as a central CRM.
• Rethink workflows, automate manual processes and bring greater structure to reporting and forecasting.
• Ensure the support function is operationally ready for new product launches, designing SOPs and processes that enable consistent delivery.
• B...