Head of Operations

Company Description

Borrah is a growth-focused platform that helps appointment-based businesses attract and manage customers without the high cost of traditional agencies. We offer a single integrated system that manages content, ads, leads and bookings, so businesses no longer need multiple disconnected tools. By streamlining customer acquisition, Borrah lets businesses focus on delivering their services and keeping their calendars full. Founded in Ireland, we work with 100+ clinics and are growing fast.

We are hiring seven people across four roles: two Customer Success Managers, two Sales Executives, two Onboarding Specialists and one Head of Operations. This post is for the Head of Operations.

Role Description

The Head of Operations will own how Borrah delivers for every clinic, from the day they sign to the day they renew. This is a full-time hybrid role based in Dublin, with a mix of in-office collaboration and remote flexibility. You will lead the Customer Success and Onboarding teams, build the processes that let us scale from hundreds to thousands of clinics, and be accountable for the metrics that matter: time to go-live, retention, and clinics per team member. You will work closely with the founders, sales and product.

Responsibilities

• Own the end-to-end customer journey after the sale: handover, onboarding, go-live and ongoing success.

• Manage and develop the Customer Success and Onboarding teams, including hiring, coaching and performance.

• Build and improve processes, playbooks and tooling so we can scale without service quality dropping.

• Track and report on go-live time, retention, churn, capacity and customer health, and act on what the data shows.

• Work with the product and engineering teams to turn customer feedback into improvements.

• Work with sales to ensure clean handovers and realistic expectations from the first call.

Qualifications

• At least 7 years of experience in operations, customer success or customer operations, including previous experience as a Head of Operations, Head of Customer Success, or Senior Manager.

• Proven experience managing and scaling teams in a SaaS or fast-growing tech business.

• Strong analytical skills, with experience building dashboards and using metrics to drive decisions.

• Experience designing processes and systems that scale, and comfort using CRM and support tools.

• Excellent communication skills, with the ability to work with both founders and non-technical customers.

• Experience working with or selling into appointment-based businesses (clinics, salons, studios) is an advantage.

What We Offer

• A senior leadership role in a fast-growing company, with real ownership from day one.

• Competitive salary and a hybrid working arrangement in Dublin.

• Direct access to the founders and a real say in how the company scales.