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
As a Global BPO Specialist,, you will be responsible for managing and scaling the relationship with our partner BPO- Business Processing Outsourcing and outsourced team to ensure high-quality onboarding and support delivery and work with our regional partners on continuous improvement initiatives for our outsourced partners.
This role requires strong relationship management skills, attention to detail, and a passion for delivering exceptional customer experiences. This is an exciting role for a dynamic, detail-oriented professional who thrives on solving problems, managing projects, and collaborating across global teams to deliver impact.
What You'll Do
Own day-to-day relationships with BPO support and onboarding teams across multiple regions and be the main communication bridge between both.
Define and manage KPIs, SLAs, and quality benchmarks in collaboration with Phorest stakeholders
Conduct regular business reviews and performance assessments and also monitor, report on, and continuously improve BPO KPIs (including customer satisfaction, onboarding speed/quality, adherence to process, and cost efficiency)
Budget management of all outsourcing costs, timings and billing.
Ensuring all BPO and outsourced partners adhere to compliance and legal requirements Globally.
Act as the primary escalation point for any partner delivery issues
Ensure clear documentation, process alignment, and consistent communication
Continuous improvement of existing processes, working with the regional teams and BPO leads.
Support expansion and standardization of onboarding projects across all regions, ensuring every new client receives a consistent, positive experience.
Collaborate with internal teams (CX, Product, Sales, Training) to optimise onboarding processes and address process gaps or regional differences.
Build and manage an ongoing training program, a knowledge base, SOP’s and product updates for our outsourced partners.
Project manage global rollout of onboarding initiatives and process improvements, from pilot to scale, coordinating stakeholders and holding BPOs accountable for delivery.
Analyse feedback and metrics to identify trends and opportunities for both the BPO and Phorest onboarding operations.
Act as a subject matter expert for regional onboarding requirements, process documentation, and change management relating to BPO-supported activities.
Ensure all outsourced members are set up for success with the right tools & systems access.
Cross-Functional Collaboration
Work closely with Customer Support, Product, Business Systems, and Regions to ensure partner teams are up-to-date on product changes and workflows
Champion customer experience by identifying and resolving pain points in the onboarding journey
Drive continuous feedback loops between partner teams and internal departments
Key Metrics for Success
Customers go live on time, with minimal issues and high satisfaction
Clear communication, timely handovers, and efficient coordination across teams
Onboarding processes are continuously refined to support global scale and consistency
Metrics such as onboarding CSAT, time to value, and first 90-day retention improve
Who You Are
Minimum 4 years of experience managing a BPO or outsourced operation, ideally in SaaS, tech, or customer-facing environments.
Prior experience supporting large-scale onboarding, implementation or customer success projects with a BPO—ideally globally or across multiple regions.
Strong project management skills, capable of coordinating complex, multi-stakeholder projects from start to finish.
Data-driven mindset, with the ability to interpret trends, surface issues, and propose actionable solutions.
Excellent communicator with strong relationship-building and stakeholder management abilities.
Comfortable working independently in a fast-paced, scaling business.
Proven problem-solver with high attention to detail; calm under pressure and focused on continuous improvement.
Willingness to travel, including international, as required.
Nice to Have
Experience in salon, spa, clinic, or SMB SaaS environments
Familiarity with Gainsight, Notion, Rocketlane, or similar onboarding platforms
Experience working with outsourced/BPO teams across time zones
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.
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.
