Head of Client Support Operations (USA)

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.

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.

• 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.

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.