{"id":2582067,"url":"https://alion.io/job/klipboard-support-team-lead","title":"Support Team Lead","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":75,"open_postings":16,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":32,"computed_at":"2026-10-15T05:46:00Z"}},"role":"Management","role_family":"Management","seniority":"lead","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bromsgrove, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":40000,"max_usd":87000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":321},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SLI/SLO/SLA","optional":false},{"name":"ITIL","optional":true},{"name":"MS SQL","optional":true},{"name":"PostgreSQL","optional":true}],"status":"live","first_seen_at":"2026-10-14T10:30:00Z","employer_posted_date":"2026-10-14","last_verified_at":"2026-10-15T22:20:38Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","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.\nMotivating the team and leading by example, enabling continuous improvement to deliver first-class support services. Ensure we provide a prompt, accurate and professional response or escalation to all incoming customer queries, with the aim of maintaining customer satisfaction in Klipboard and its products. Communicating via multiple media to maintain strong relationships across multiple locations.\nKey Responsibilities: \nEnsure a first-class service to our customers:\nMotivation and leadership of Helpdesk staff, promoting hard work, “no blame” attitude and a positive message\nTo maintain an up-to-date knowledge of supported applications and developments.\nKeep abreast of industry standards and implement as required to develop service\nWork with other areas of business to improve holistic service delivery\nDevelop self to keep the service and department up to date with external market\nProvide a role-model/aspirational figure within the team, delivering daily examples of expected levels of performance, self-development and “can do” attitude\nIdentify and lead on tangible continuous improvement to better serve our customers\nProvide input into department strategy and lead on strategy implementation\nTo undertake such training as deemed appropriate to the post held\nTake care of your direct reports:\nPerform regular 1-2-1 sessions to ensure well-being and career progression\nEnsure training, development and innovation activities for team\nCoach directs to ensure standards are maintained and improved\nEnsure action is taken on customer satisfaction surveys and other feedback\nProvide escalation support for customers and/or team\nCustomer Success Elements\nIncrease Renewal Rates and Reduce Churn\nMonitor and Manage customer service delivery focusing on KPI achievement and call reduction\nEnsure that all customers receive an efficient, professional, high quality and consistent support in accordance with the Service Level Agreement\nManage SLA adherence and customer satisfaction from transition/ deployment through to on-going BAU service in line with contractual service levels and deliverables\nAttend service review meetings with customers. Goal is to improve customer satisfaction and initiatives\nAdvocate for the customer within the Company\nDevelop a customer reporting pack presented to the customer base\nImplement and manage service improvement initiatives\nBe the go to person for escalations for customers ensuring customers have a get well plan for addressing their issues\nMeasure and monitor Customer Sentiment proactively implementing strategies to improve this for customers.\nRequired Qualifications and Experience\nEssential\nGood IT skills with demonstrable experience in a similar IT support role\nExperience of departmental management in a technical IT services environment\nAbility to work under pressure in a fast-paced environment\nExcellent communication skills, both written and verbal, to convey technical information in a clear and concise manner\nConsistently produce high quality and detailed documentation and reports\nExperience of adhering to, implementing and improving service metrics i.e., SLAs, OLAs and KPIs\nEvidence of delivering productivity, innovation and quality in a similar role\nConfident leader, with the natural ability to motivate and lead a team\nDecision maker under pressure\nUnderstands priority and urgency of customers business requirements\nBusiness/commercial awareness\nIT culture awareness\nForward thinking/proactive nature\nMulti-tasker\nDesirable\nKnowledge and experience of Microsoft SQL Server or Postgres\nKnowledge of ERP or business IT systems\nITIL Qualified\nThe above duties and responsibilities should be regarded as neither exclusive nor exhaustive, as the post holder may be required to undertake other reasonably determined duties commensurate with the post, without changing the general character of the post.\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":7540,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity","Hybrid work"],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["ERP & Business Management Software"],"lifecycle":[{"event":"open","at":"2026-10-15T02:16:44Z"}],"visa":[],"liveness":{"score":60,"band":"ok","label":"Likely open","p_open":1,"p_active":0.602,"p_room":1,"age_days":0,"expected_fill_days":32,"reasons":["conf:3","stale_co","win:early"],"computed_at":"2026-10-15T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/klipboard-support-team-lead","json_url":"https://alion.io/job/klipboard-support-team-lead.json","meta":{"generated_at":"2026-10-16T02:27:47Z","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":3815,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-17T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"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-support-team-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"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-support-team-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"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-support-team-lead"},{"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-support-team-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fklipboard-support-team-lead"}]}