Head of Client Support Services
Location: Dublin
Reports to: Chief Operating Officer (COO)
Salary: €125,000+ (plus standard benefits, no bonus or equity)
Employment Type: Full-time
About Foodhub
Foodhub is a leading global technology platform serving the hospitality sector, helping restaurants and food businesses grow through innovative ordering, EPOS, and digital solutions. With operations across multiple international markets, Foodhub is focused on delivering scalable, reliable technology alongside exceptional client support.
As the business continues to grow, we are investing heavily in strengthening our client support and service operations to ensure we deliver a best-in-class experience at scale.
About the Role
We are seeking an experienced Head of Client Support Services to lead, evolve, and scale Foodhub's global client support function. This is a senior, hands-on leadership role with responsibility for both strategy and execution, ensuring world-class support delivery while balancing commercial, operational, and client experience objectives.
You will own the end-to-end support function, including regional leadership (with direct responsibility for the UK), client onboarding, early lifecycle management, and account engagement. Working closely with the COO and senior leaders across Product, Sales, Engineering, and Operations, you will help define how Foodhub supports and retains clients as the business scales globally.
This role requires a leader who is comfortable operating at pace, influencing senior stakeholders, and driving measurable improvements across people, process, and performance.
Key Responsibilities
Leadership & Operations
* Lead and oversee global client support operations, ensuring consistent, high-quality service delivery across all regions
* Take direct responsibility for UK support management, providing leadership, structure, and performance oversight
* Build, develop, and mentor a high-performing support leadership team
* Act as a senior escalation point for complex or high-impact client issues
Client Lifecycle & Account Management
* Define and deliver effective account management strategies, including KPIs, targets, and performance frameworks
* Own and continuously improve new client onboarding and early lifecycle experience, ensuring smooth adoption and long-term success
* Partner with commercial teams to align client engagement with retention, growth, and revenue objectives
Strategy, Process & Continuous Improvement
* Design and implement scalable support processes, tooling, and operating models suitable for a growing international business
* Drive continuous improvement across service quality, efficiency, and client satisfaction
* Use data, reporting, and insights to identify trends, risks, and opportunities within support operations
Stakeholder & Commercial Collaboration
* Work closely with senior stakeholders to balance commercial priorities with client support requirements
* Collaborate with Product and Engineering teams to feedback client insights and influence roadmap priorities
* Ensure support operations align with wider business goals and growth strategy
Experience & Skills Required
* 10+ years' experience in senior leadership roles within Client Support, Customer Operations, or Customer Experience
* Proven hands-on leadership style, comfortable operating at both strategic and operational levels
* Strong background in hospitality, EPOS, SaaS, or technology-led businesses (highly preferred)
* Experience leading multi-region or international support teams in a scaling environment
* Commercially minded, with the ability to balance service quality, cost efficiency, and growth
* Strong stakeholder management skills, with experience influencing at senior and executive level
* Data-driven mindset with experience using KPIs, SLAs, and performance metrics to drive outcomes
Benefits
* 33 days annual leave per year (including public holidays)
* Option to purchase up to 5 additional annual leave days per year
* Remote-hybrid role, based in Dublin, Ireland
* Private medical insurance
* Private dental insurance
* Pension scheme
* Death in service cover (4x annual salary life assurance)
* Dynamic and collaborative work environment where your contributions make a tangible impact
* Chance to work on exciting projects that will challenge and expand your technical abilities
* €35 monthly gum contribution
* Guaranteed day off on your birthday (when requested)
Job Type: Full-time
Pay: From €125,000.00 per year
Benefits:
* Company pension
* Gym membership
* Private dental insurance
* Private medical insurance
* Work from home
Application question(s):
* Are you currently based in Ireland or willing to relocate to Dublin for a hybrid role?
* Do you have senior leadership experience in Client Support / Customer Operations within a SaaS, EPOS, hospitality technology, or similar technology-led business?
* How many years' experience do you have leading client support or customer operations teams at senior level?
Work Location: Hybrid remote in Ringsend, Dublin, CO. Dublin