Hiring Location

This is a remote position. We are accepting applications from candidates in the following locations for this exciting opportunity:

• USA: Florida, New Jersey, New York, Pennsylvania and Massachusetts

About Phorest

Phorest powers 11,000 hair and beauty salons using our software across the globe. Our aim is to capture 25% of the market globally – that’s one million salons 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 Opportunity

We’re looking for an experienced, client-focused, and metrics-driven Customer Support Team Manager to lead our North American Support Team.

This role is ideal for someone who takes real pride in building high-performing teams and measures success through customer outcomes and team growth. You’ll play a critical role in delivering exceptional customer experiences while driving operational efficiency, performance, and continuous improvement.

You’ll need a strong balance of empathy, leadership, and hands-on problem-solving, with the confidence to introduce new processes and systems that elevate service quality at scale.

What You’ll Do

• Lead, coach, and develop a high-performing team of support agents through regular 1:1s, feedback, and performance management

• Ensure the team consistently meets and exceeds KPIs, with a strong focus on customer satisfaction and operational efficiency

• Own and manage critical escalations, acting as the regional point of contact while collaborating with global teams

• Monitor team capacity and proactively plan hiring needs in partnership with Talent

• Onboard new hires and drive continuous learning through training and development initiatives

• Act as a subject matter expert on our salon management software, supporting both team members and customers

• Provide regular insights to senior leadership on performance, trends, and opportunities for improvement

• Support the team hands-on when needed, taking ownership of complex L2+ customer issues and technical investigations

• Partner with global stakeholders to roll out new processes and systems across the region

Who You Are

• Customer-obsessed, with a genuine passion for delivering great experiences.

• A natural people leader who enjoys mentoring, coaching, and developing others.

• A practical problem-solver who stays calm and solutions-focused under pressure.

• An excellent communicator, confident engaging with both teams and senior stakeholders.

• Data-driven, using KPIs and insights to guide decisions and drive improvement.

• Decisive and accountable, even in challenging situations.

• Comfortable with regular travel as part of the role.

• Comfortable handling technical customer issues at L2 level and above.

What You Bring

• 5+ years of experience in a technical support team that serves external customers, preferably in a SaaS environment.

• 5+ years of direct customer-facing experience.

• 3+ years of experience managing a technical team of 10+ people in a support function.

• Strong knowledge of both Mac and Windows operating systems.

• Experience working with small business owners and a passion for helping them succeed.

• Hands-on experience with POS software.

• Proficiency with Zendesk, Slack, Jira, and Notion.

• Ability to work in a quiet, distraction-free environment during shifts.

• Experience collaborating with Product & Development teams is a plus.

• Background in internal training and team development is advantageous.

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 programs and provide access to many online resources including LinkedIn learning.

🏠Moving house? Phorest employees get 3 moving days.

Want to learn more about Phorest? Check out nothingventured.rocks for our blog and Insights on building an evergreen company from the team here at Phorest.

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.