Head of Customer Support

Foodhub; Philadelphia (Philadelphia County); On-site; USD 206,000 - 230,000; Full time

Benefits offered by this job

33 days annual leave

Holiday exchange - Buy up to 5 days holiday each year

401k contributions

Health contributions

Job summary

A leading company in technology solutions is seeking a Mid-Senior level professional to oversee and enhance business operations in the USA. The role involves managing on-boarding, customer service, and dispatch departments while ensuring client satisfaction and operational efficiency. The ideal candidate will possess strong problem-solving skills and a technical understanding of POS systems. This position offers a dynamic work environment with opportunities for growth and development.

Qualifications

• Mid-Senior level position overseeing business operations in the USA.
• Responsible for recruitment, onboarding, and training of new employees.

Responsibilities

• Lead on-boarding and dispatch activities for USA region.
• Drive outcomes and manage customer service and dispatch departments.

Skills

Communication

Customer Service

Problem Solving

Tools

POS Systems

Cloud-based Platforms

Job description

Foodhub currently has 30,000 clients globally. Our clients range from restaurant, takeaway, stadia and venue clients in the UK, Ireland, USA, Canada, Nigeria, Grenada, Australia, and New Zealand. Today, Foodhub powers the technology behind many different restaurants, online order, delivery and POS businesses, giving them a multi-solution tech stack to drive their business forward and open new revenue streams.

About The Solutions:

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 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. Our solutions are offered on a modular white label basis to our partners, allowing them to use the solutions needed to make their business a success

Purpose

The purpose of this role is to oversee, lead, and enhance all business operations in the USA. To ensure we meet our clients' expectations, based not just on a smooth, timely, go live process, but also to drive the success of individual businesses through discovery of how we can be of best value to them, and the continuation of dedicated support. This in turn drives orders and positive business growth for Foodhub in the USA.

Duties

The duties of the role include but are not limited to:

• Significantly influence the ongoing development and implementation of the on-boarding and early life strategy for the USA region.
• Lead on-boarding and dispatch activities, communicate key service priorities, and proactively manage the design and execution of processes and procedures to ensure best practice.
• Innovate, problem solve, and remediate issues and queries as they arrive in relation to successful on-boarding, customer service, warehouse, and overall staffing, providing ongoing support as necessary.
• Drive outcomes, prioritisation of tasks, and encourage the agility and flexibility of the on-boarding, support, and dispatch departments to adapt to change.
• Recruitment, on-boarding, and training of all new employees within the on-boarding, local support, and dispatch department.
• Manage the on-boarding, local customer service, and dispatch departments through planning, monitoring, coaching, counselling, disciplining, and appraisal of job performance for division employees.
• Provide, grow, and enhance multifaceted support avenues and networks for clients in the USA region.
• Oversee the management of high value and high transacting clients to enhance further and innovate with new products and technologies
• Identify opportunities to grow the brand through understanding the requirements of clients and providing tailored technology solutions
• Implement strategies, processes, and business practices to grow the online orders within the USA region
• Create and sustain a positive team environment within the onboarding, customer service, and dispatch departments, displaying high levels of motivation and team spirit.
• Responsible for warehouse inventory levels, importation of goods including customs clearance, warehouse security, maintenance, and expansion
• Delegation of roles and responsibilities to ensure resources are adequately used and all areas of the operation run smoothly

Responsibilities:

• Lead onshore support and warehouse operations in the USA
• Work unsupervised individually and/or within a team in delivering the business objectives
• Demonstrate and apply:

➤ Good communication and interpersonal skills in customer liaison and teamwork; and

➤ High level of customer service skills.

• Demonstrate and apply knowledge of:

➤ Documentation and information management.

• Accountability for the quality of outcomes and customer contact.
• Responsibility for the outcomes of contact and resolving complex situations.
• Ensuring dispatch and warehouse staff are providing a clean and safe work environment.

Measures of Success:

• New clients on-boarded and live to meet a 14 Day SLA
• Improved Account Manager success through systems, coaching, monitoring, and discipline.
• Improved Account Manager customer service levels resulting in less complaints and more satisfied clients.
• Increased rates of new accounts moving live overall in the USA market.
• Improved GPIN acquisition rates, link prioritisation and ongoing access available.
• Increased product and feature utilisation displaying better client exposure.
• Orders - Increased order numbers across our region display an increase in account success.
• Cancellations - Decreased churn rates due to more customers happy with support and orders.
• Retention of high value clients
• Strong technical understanding of POS systems, hardware installations, and cloud-based platforms.
• 33 days annual leave (inclusive of Bank Holidays)
• Holiday exchange - Buy up to 5 days holiday each year
• 401k contributions
• Health contributions

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service, General Business, and Information Technology

• Industries

  Technology, Information and Internet, Hospitality, and Software Development

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