{"id":3816311,"url":"https://alion.io/job/klipboard-inbound-operations-specialist","title":"Inbound Operations Specialist","company":{"id":2718560,"name":"Klipboard","domain":"klipboard.com","url":"https://alion.io/company/klipboard-com","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"ADP","truth_index":{"grade":"B","score":77,"open_postings":14,"ghost_share":0,"stale_share":0.929,"repost_share":0,"time_to_fill_p50_days":42,"computed_at":"2026-11-10T06:52:35Z"}},"role":"Operations","role_family":"Operations","seniority":"middle","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Johannesburg, South Africa"],"countries":["ZA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"closed","first_seen_at":"2026-11-05T14:09:00Z","employer_posted_date":"2026-11-05","last_verified_at":"2026-11-07T05:34:01Z","board_verified":false,"closed_at":"2026-11-07T05:34:01Z","days_open":1,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":1},"description":"\"At Klipboard we've introduced a flexible hybrid work policy, where employees spend three days in the office and two days working from home. This approach promotes a balanced work environment that combines office collaboration with the comfort and convenience of remote work.\"\nKlipboard provides specialist software, services and support to deliver fully integrated trading and business management solutions to companies in the distributive trade - wherever they are in the world. With a unique depth of knowledge and experience in ERP/SaaS solutions, Klipboard has a wide range of clients includes wholesalers, distributors, merchants and retailers from small traders to multinational enterprises. Klipboard has offices in the UK, Ireland, The Netherlands, South Africa, Kenya and North America. Our mission is simple: to design and deliver high performance, integrated ERP solutions that enable our distributive trade customers to source effectively, stock efficiently, sell profitably and service competitively.\nKlipboard is a global, growing business that embraces AI and emerging technologies to enhance customer outcomes, collaboration, and continuous improvement. We’re looking for people who are curious about or fluid with AI, open to change, and excited to learn how technology can improve the way we work and help our customers which is always supported by strong human insight and communication.\nWe are looking for a highly organised, customer-focused, and process-driven Inbound Operations Manager to join our global Growth Operations team within the Marketing organisation.\nThis role is responsible for owning the day-to-day inbound experience for prospective and existing customers across channels including website forms, inbound calls, shared email inboxes, and chatbot conversations. You will ensure that every genuine enquiry is captured, routed to the right team, responded to within agreed service levels, and progressed to a clear outcome.\nYou will proactively monitor inbound activity, identify and chase outstanding follow-up, escalate recurring issues, and work with Sales, Marketing, Customer Success, and regional teams to prevent enquiries from falling through the cracks.\nUsing data and operational insight, you will help improve speed to lead, customer engagement, routing, ownership, and hand-offs. You will also identify opportunities for automation and process improvement, helping Klipboard deliver a faster, more consistent, and more effective inbound experience globally.\nKey Responsibilities: \nInbound Channel Ownership\nOwn the day-to-day management of all inbound channels, including website and form enquiries, inbound phone enquiries and missed calls, sales and general enquiry inboxes, and chatbot conversations.\nEnsure every inbound enquiry is captured, logged and visible in HubSpot, with no enquiries managed outside the CRM.\nMonitor shared inboxes and call queues daily, ensuring enquiries are triaged, responded to and handed off promptly.\nEnsure missed calls and voicemails are captured, returned and tracked through to resolution.\nDistinguish between new business, existing customer, support and general enquiries, and ensure each reaches the right team.\nLead Routing, Assignment & Speed to Lead\nOwn lead routing and assignment, ensuring inbound leads reach the right owner by region, product, segment and availability.\nDefine, monitor and enforce speed-to-lead and follow-up SLAs across sales teams.\nTrack SLA performance daily and escalate breaches to sales managers and leadership.\nWork with Growth Operations to improve routing logic, round-robin rules, notifications and automated responses in HubSpot.\nDrive measurable reductions in time to first response and time to first meaningful conversation.\nLead Follow-up, Progression & Data Quality\nChase unworked and stalled inbound leads, ensuring every lead is actioned, progressed or closed with the correct outcome.\nEnsure lifecycle stages, lead statuses and disqualification reasons are applied correctly and consistently.\nRun regular reviews of open inbound leads with sales teams to clear backlogs and agree next steps.\nEnsure unconverted leads are recycled into appropriate nurture programmes in partnership with marketing.\nMaintain high standards of data quality on inbound records, including contact, company, source and channel information.\nCustomer Engagement & Inbound Experience\nOwn the inbound experience for existing customers, ensuring customer enquiries are routed quickly to account management, customer success or support.\nMap the end-to-end inbound journey across all channels and identify friction points for prospects and customers.\nImprove chatbot flows, forms, auto-responses and call handling to create a consistent, professional first impression of Klipboard.\nGather feedback from sales, customer-facing teams and customers to inform ongoing improvements.\nProcess Improvement & Gap Analysis\nIdentify where inbound enquiries are falling through gaps across channels, teams, regions or systems, and lead the fix.\nDocument inbound processes, SLAs, routing rules and playbooks, and keep them current.\nRecommend and implement process, automation and tooling improvements, including AI-enabled triage and qualification where appropriate.\nPartner with Growth Operations on the HubSpot workflows, integrations (such as telephony and chat) and configuration needed to support the inbound process.\nTrain and enable sales and frontline teams on inbound processes, standards and expectations.\nReporting & Performance Insight\nBuild and maintain dashboards and reports on inbound volumes, sources, response times, SLA compliance, conversion and outcomes.\nReport regularly on inbound performance and bottlenecks to sales, marketing and commercial leadership.\nAnalyse inbound demand and conversion trends by channel, region and team, and turn insight into clear actions.\nSet and track KPIs for the inbound function, including speed to lead, contact rate, and inbound-to-meeting and inbound-to-opportunity conversion.\nSkills, Knowledge and Experience:\n4+ years’ experience in Growth Operations, Sales Operations, Revenue Operations, lead management, customer operations, inside sales, sales support, or a similar commercial environment.\nExperience managing or monitoring inbound leads and customer enquiries across multiple channels.\nHands-on experience using a CRM such as HubSpot, Salesforce, or Microsoft Dynamics.\nGood understanding of lead capture, routing, ownership, qualification, lifecycle stages, and sales follow-up processes.\nExperience working with service level agreements, queues, tasks, shared inboxes, or operational escalation processes.\nStrong organisational skills and the ability to manage a high volume of enquiries, actions, and stakeholders.\nConfidence to proactively chase outstanding activity and hold colleagues accountable for agreed follow-up.\nStrong analytical skills, with the ability to use CRM data and reporting to identify issues and measure improvement.\nExcellent written and verbal communication skills, with a professional and customer-focused approach.\nStrong attention to detail, practical problem-solving skills, and a continuous improvement mindset.\nAbility to work independently while collaborating effectively across global and regional teams.\nDesirable\nHands-on experience with HubSpot Sales Hub, Marketing Hub, workflows, lead routing, reporting, and automation.\nExperience managing inbound telephone processes, call queues, shared mailboxes, live chat, or chatbot hand-offs.\nKnowledge of speed-to-lead measurement, lead conversion, customer engagement, and funnel performance.\nExperience improving cross-functional processes involving Sales, Marketing, Customer Support, and Customer Success.\nExperience working in a global, multi-brand, multi-region, or matrix organisation.\nCompany Info\nYou may also have seen from our recent posts that we are excited to begin sharing our new company name - Klipboard. Kerridge Commercial Systems (KCS) is becoming Klipboard and our new brand is designed to bring together our expertise across distribution, automotive, retail, rental, transport management, manufacturing, and field service management. We have offices based across the world and we are looking for talented individuals to join our growing teams. Due to our growth over the last few years it is an exciting time to join us as we enter our next chapter! At Klipboard we've introduced a flexible hybrid work policy, where employees spend three days in the office and two days working from home. This approach promotes a balanced work environment that combines office collaboration with the comfort and convenience of remote work.\"\nEqual Opportunities\nAs a global company, we value and respect the diversity of our workforce, aiming to empower everyone to embrace each other's differences. We are committed to creating an inclusive workplace where diversity, equity, and inclusion are integral to our company and culture. We recognize the benefits of a diverse workforce, where creativity and valuing differences enable us all to thrive and sparks innovation.\nIf you require any help, adjustments and/or support during the interview and offer process then please advise our TA or HR team.\nResearch shows that women and other underrepresented groups are less likely to apply for a role unless they meet every listed requirement. However, we recognise that skills and experience come in many forms, and we encourage you to apply even if you don’t meet every criterion. If you are passionate about this role and believe you have the right mindset and transferrable skills, we would love to hear from you!\nTo all recruitment agencies: Klipboard does not accept agency speculative resumes. At present we only accept CV’s from Agencies on our PSL who have been assigned specific position/s. Please do not forward resumes to our careers site or direct to Klipboard employee as this does not constitute an introduction and Klipboard retrospectively will not be liable for any candidate ownership or fees related to unsolicited resumes. \n\n#LI-Hybrid","description_format":"text","description_chars":10094,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity","Hybrid work"],"hiring_locations":[{"name":"South Africa","iso":"ZA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["ERP & Business Management Software"],"lifecycle":[{"event":"open","at":"2026-11-05T16:11:11Z"},{"event":"close","at":"2026-11-07T05:34:01Z"}],"visa":[],"liveness":null,"pay":null,"html_url":"https://alion.io/job/klipboard-inbound-operations-specialist","json_url":"https://alion.io/job/klipboard-inbound-operations-specialist.json","meta":{"generated_at":"2026-11-10T22:05:03Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":767,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-11T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2718560},"rest":"https://alion.io/mcp/rest/get_company?id=2718560"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fklipboard-inbound-operations-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fklipboard-inbound-operations-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fklipboard-inbound-operations-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/klipboard-inbound-operations-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fklipboard-inbound-operations-specialist"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3816311}},{"tool":"search_jobs","arguments":{"company":"klipboard.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3816311},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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