Head of Client Support Operations (USA)

FoodHub•Philadelphia, PA

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
Experience in building and developing client-facing teams
Recruiting, coaching, and mentoring experience
Experience in creating a culture of ownership, accountability, and customer obsession
Experience in owning the overall customer experience
Experience in developing strategies for customer retention and long-term value
Experience in reducing customer churn
Experience in building executive relationships with key clients
Experience as a senior escalation point for strategic accounts
Experience in building scalable client service processes
Experience in improving onboarding, implementation, and support journeys
Experience in introducing automation to improve efficiency
Experience in monitoring service performance and driving continuous improvement
Experience in championing a customer-first culture
Experience in gathering customer insight and influencing decision-making
Experience in identifying and solving recurring customer challenges cross-functionally
Experience in ensuring customer interactions strengthen the brand
Experience in partnering with sales to maximize customer lifetime value
Experience in identifying opportunities for account growth, product adoption, and upselling
Experience in supporting commercial initiatives
Experience in ensuring service delivery contributes to revenue growth
Experience in collaborating with Product and Technology teams
Experience in ensuring customer feedback influences product development
Experience in prioritizing product improvements based on customer needs
Experience in building collaboration between Client Services, Sales, and Operations
Experience in establishing KPIs
Experience in using data to improve operational performance and customer outcomes
Experience in developing dashboards for business insight
Experience in reviewing team performance and coaching for continuous improvement
Commercially minded
Customer obsessed
Comfortable working in a fast-moving founder-led business

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

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume