Head of Client Support Operations (USA)

FoodHub • Philadelphia, PA

6d • Remote

About The Position

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 experience in building and developing client-facing teams.
• Experience in customer success, account management, and client support.
• Commercially minded and customer-obsessed.
• Comfortable working in a fast-moving, founder-led business.
• Experience in developing scalable processes.
• Experience in improving onboarding, implementation, and support journeys.
• Experience in introducing automation for efficiency.
• Experience in monitoring service performance and driving continuous improvement.
• Experience in gathering customer insights and influencing decision-making.
• Experience in identifying and solving recurring customer challenges.
• Experience in partnering with sales teams to maximize customer lifetime value.
• Experience in identifying opportunities for account growth, product adoption, and upselling.
• Experience in working with Product and Technology teams to improve customer experience.
• Experience in ensuring customer feedback influences product development.
• Experience in building collaboration between different departments.
• Experience in establishing KPIs and using data to improve performance.
• Experience in developing dashboards for business insight.
• Experience in reviewing team performance and coaching for improvement.

Nice To Haves

• Experience in the restaurant industry or with restaurant partners.

Responsibilities

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

Benefits

• 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.
• $50 per month cellphone expense contribution.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed