What are the responsibilities and job description for the Head of Client Support Services position at Foodhub?
Head of Client Services - Philadelphia
Location: Philadelphia, PA, USA (extensive international travel required)
Reports to: Chief Operating Officer (COO)
Employment Type: Full-time
About Foodhub
Foodhub is a global technology platform serving the hospitality sector, providing EPOS, ordering, and digital solutions to restaurants and takeaway businesses worldwide. Our success is built on deep operational understanding of hospitality environments and strong, locally delivered client services.
As Foodhub continues to scale internationally, we are strengthening our in-country client services and EPOS support operations to ensure our partners receive hands-on, commercially effective support aligned to real hospitality operating conditions.
About the Role
We are seeking a senior Head of Client Services to lead Foodhub’s global, in-country client services function, with a core focus on EPOS-supported hospitality operations.
This is not a contact centre or desk-based support role. It is a highly operational, outward-facing leadership position, working closely with field agents, account teams, and restaurant partners using EPOS systems daily across multiple international markets.
You will be responsible for defining how EPOS-led client services are delivered at a country and regional level, ensuring teams operate effectively during hospitality trading hours, and that client engagement drives retention, performance, and long-term value.
The role involves extensive international travel and requires deep, hands-on EPOS experience within hospitality environments.
Key Responsibilities
Global Client Services & EPOS Operations
• Lead and oversee in-country client services operations supporting EPOS deployments across multiple international markets
• Spend significant time on the ground with EPOS field agents and hospitality clients, understanding real-world operational challenges
• Define and continuously evolve Foodhub’s EPOS client services and account engagement model by market
Hospitality-Focused Client Engagement
• Act as a senior point of contact for key restaurant and takeaway partners using Foodhub’s EPOS and ordering platforms
• Ensure client services align with hospitality operating realities, including evenings, weekends, and peak trading periods
• Build trusted relationships with operators, grounded in a strong understanding of EPOS-driven workflows and service requirements
Account Management & Performance
• Define account management strategies, KPIs, and operating rhythms for EPOS-focused client services teams
• Drive retention, engagement, and performance through proactive, field-led EPOS support and account management
• Partner closely with commercial teams to align EPOS client services with revenue and growth objectives
People, Process & Scale
• Build, lead, and develop regional and field-based EPOS client services leadership teams
• Standardise EPOS service best practices while allowing for local market nuance
• Use operational data and insight from EPOS environments to drive continuous improvement across markets
Cross-Functional Collaboration
• Work closely with Product and Engineering teams to feed real-world EPOS client insight into product roadmap and service improvements
• Act as a trusted operational advisor to the COO and senior leadership team on EPOS client performance and service delivery
Experience & Background Required (Non-Negotiable)
• 7 years’ senior leadership experience within hospitality technology, with direct responsibility for EPOS-supported operations
• Proven experience leading field-based or in-country client services teams supporting EPOS systems
• Strong, hands-on understanding of restaurant / takeaway EPOS environments and trading hours
• Demonstrated experience defining and scaling EPOS account management or client services models
• Comfortable with extensive international travel as a core part of the role
• Commercially minded operator with strong stakeholder credibility in hospitality and EPOS contexts
Candidates without direct EPOS experience in hospitality environments will not be considered.
Benefits
- 33 days fully paid annual leave/vacation days (inclusive of all public holidays).
- Enrollment 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.
Salary : $50