Customer Operations Manager

The Company

• Profitable, founder-led SaaS business with a loyal global customer base and strong recurring revenue.
• Established product used by thousands of organisations including some huge US brands!
• A stable and highly profitable growing business with a clear long-term vision.

The Opportunity

Join as the first dedicated hire, working directly with the founder to take ownership of the day-to-day running of customer operations.

This is a hands-on, high-impact role where you’ll manage an outsourced support function, take ownership of escalations, and bring structure to how the business supports and retains its customers.

You’ll act as the operational backbone, ensuring queries are handled efficiently, processes are built, and the founder is freed up to focus on growth.

As you grow in the role, you’ll take on broader ownership across customer health, onboarding, and retention — with the autonomy to shape how the function evolves over time.

The Ideal Candidate

• Experience in SaaS customer support, customer success, or operations within a small or scaling business.
• Technically curious and confident, comfortable understanding how products work and resolving more complex customer issues.
• Self-starter who thrives without structure, able to take ownership, prioritise, and build processes from scratch.
• Happy being hands-on, this is an execution role, not just oversight.
• Someone looking to grow into a broader operations or leadership role over time.
• Experience with email systems, domains, or similar technical environments.
• A real desire to be an early part of a SaaS business, and critical to it's long term success.

The Package

• £40k–£50k base salary
• 25 days holiday plus BH.
• Flexible hybrid setup. 1x a week in office at most.
• High level of autonomy and direct exposure to the founder
• Opportunity to shape and own a core function in a growing business
• Potential for long-term upside as the company scales