Head of Client Support Operations (USA)

Foodhub; Philadelphia (Philadelphia County); On-site; USD 120,000 - 170,000; Full time

Benefits offered by this job

Paid annual leave

401K plan with employer contribution

Healthcare insurance

Company laptop

Job summary

Foodhub is seeking a Head of Client Services to build and scale a US-wide client-facing organization. You will oversee onboarding, account management, customer success and support, ensuring exceptional service while identifying opportunities to increase retention and lifetime value.

The role requires leadership, a customer-obsessed mindset, and comfort in a fast-moving founder-led environment where ideas evolve quickly and teams collaborate across Sales, Product, and Operations.

Qualifications

• Leadership and team-building experience leading large client services teams.
• Proven track record in improving customer retention and lifetime value.
• Ability to design scalable onboarding, implementation, and support journeys.
• Strong focus on customer experience and relationship management.
• Experience partnering with Sales, Product, and Operations to drive growth.

Responsibilities

• Build and lead a high-performing Client Services team across the US.
• Recruit, coach, and mentor Team Leaders, Account Managers, and Client Success staff.
• Develop strategies to reduce churn and increase long-term value.
• Establish processes for onboarding, implementation and support at scale.
• Work with cross-functional partners to prioritise product improvements based on customer needs.

Skills

Leadership

Client Success

Onboarding

Retention

Operations

Customer Experience

Commercial Growth

Cross-functional Collaboration

Data & KPIs

Job description

Philadelphia, United States | Posted on 04/08/2026

Foodhub currently has 30,000+ restaurant, takeaway, stadia, hotel and bar clients in the UK, Ireland, USA, Canada, Nigeria, Grenada and ANZ. Today, Foodhub powers the technology behind many different QSR's, stadia and venue, online order, delivery and POS businesses, giving them a multi-solution tech stack to drive their business forward and open new revenue streams.

From the moment a consumer is thinking of placing an order, to the time the order arrives at their door and a review is posted to social media, Foodhub has solutions to drive the consumer experience, whilst adding extra value via our ecosystem of partners. The Foodhub Tech Stack is extensive: from Web and Mobile Ordering to 3rd Party Order Aggregation, Dispatch and Self-Delivery, complete Hardware/Software POS systems, extensive array of POS integrations, On-Premise Kiosks, QR Code Ordering and Payment, Table-side Mobile Order/Receipt Printers, plus an extensive product and development team to support all of this.

Job Description

We're looking for an exceptional Head of Client Services to lead, develop, and scale our client-facing teams across the United States.

This isn't a traditional customer service leadership role. It's about building a client organisation that restaurants genuinely want to work with.

You'll lead the teams responsible for onboarding, account management, customer success, and client support, ensuring our restaurant partners receive outstanding service while identifying opportunities to improve retention, increase customer value, and strengthen long-term relationships.

Working closely with the President, Sales, Product, and Operations teams, you'll help shape how Foodhub supports its customers as we continue to grow across the US.

We're looking for someone who's commercially minded, customer obsessed and comfortable working in a fast-moving founder-led business where ideas evolve quickly and everyone gets involved.

Requirements

Leadership

• Build, develop, and lead a high-performing Client Services team across the US.
• Recruit, coach, and mentor Team Leaders, Account Managers, and Client Success teams.
• Create a culture built on ownership, accountability, and customer obsession.
• Lead by example and remain visible within the business.

Client Success & Retention

• Own the overall customer experience after implementation.
• Develop strategies that improve customer retention and long-term value.
• Reduce customer churn through proactive engagement.
• Build strong executive relationships with key restaurant groups and enterprise customers.
• Act as the senior escalation point for strategic accounts.

Operational Excellence

• Build scalable client service processes that support rapid business growth.
• Continuously improve onboarding, implementation, and support journeys.
• Introduce automation where it improves efficiency without compromising customer experience.
• Monitor service performance and drive continuous improvement.

Customer Experience

• Champion a customer-first culture throughout the business.
• Gather customer insight and ensure it influences decision-making.
• Identify recurring customer challenges and work cross-functionally to solve them.
• Ensure every customer interaction strengthens the Foodhub brand.

Commercial Growth

• Partner with Sales to maximise customer lifetime value.
• Identify opportunities for account growth, product adoption and upselling.
• Support commercial initiatives that strengthen customer relationships.
• Ensure service delivery contributes to revenue growth, not just customer satisfaction.

Product & Cross-Functional Collaboration

• Work closely with Product and Technology teams to improve the customer experience.
• Help prioritise product improvements based on real customer needs.
• Build strong collaboration between Client Services, Sales and Operations.

Performance & Data

• Establish KPIs across onboarding, retention, customer satisfaction, response times and client engagement.
• Use data to improve operational performance and customer outcomes.
• Develop dashboards that provide meaningful business insight.
• Regularly review team performance and coach for continuous improvement.

What Success Looks Like

• Within your first 12 months, you will have:
• Built one of the highest-performing Client Services teams in the business.
• Increased customer retention and client satisfaction.
• Improved onboarding and implementation experience.
• Reduced churn and increased customer lifetime value.
• Built stronger relationships with enterprise restaurant partners.
• Introduced scalable processes that support continued US growth.
• Become a trusted advisor to the President and Executive Leadership Team.

• 33 days fully paid annual leave/vacation days (inclusive of all public holidays).
• Enrolment in the company 401K plan with a 3% employer contribution.
• Healthcare insurance contribution from the business (details provided via TriNet).
• Company-provided laptop.