Support Team Lead

We are seeking a confident, organised and well-spoken individual to serve as the leader of our small support team. Primary duties include:

• Support and co-ordinate our team to:

• Handle customer queries, speak with customers via email, live chat, and phone calls.
• Resolve any first line issues customers may face.
• Pass any bugs / feature requests over to the relevant product owner.
• Handle new enquiries for Autowork eCommerce and Autowork Go. This includes communicating with the customer and carrying out a demonstration of the system via Teams.
• Setup new customers websites and provide basic training of the system. Follow-up with the customer to confirm they are happy with the product and offer any extra assistance.
• Help with the upkeep of our product catalogue, including sourcing and editing images of and creating descriptions.
• Use Freshdesk to organise and actioning tickets for direct customers. Ensure tickets are responded to and actioned within a timely manner.

• Based on customer feedback you will recommend changes to websites to improve performance.

Team Collaboration

• Work closely with customers, your team, product owners and other members of the Autowork eCommerce team.
• Prioritise workload based on business priorities and customer demand under the direction of your line manager.

• Team leadership
• Experience of supporting a software product
• Excellent communication skills (verbal and written)
• Good phone manner
• Good understanding of Microsoft products e.g. Excel, Outlook & Teams

Desirable Skills

• Experience of supporting a web based SAAS product
• Freshdesk or similar
• Experience of image editing tools (e.g. Canva)
• HTML/CSS (will be trained on this)
• Supporting customers in small and large businesses

"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." Klipboard's brand is designed to bring together our expertise across distribution, automotive, retail, rental, transport management, manufacturing, and field service management. Klipboard 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 including 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 Our passion is to provide customers with an advantage in their incredibly competitive world. We have done this so far by providing flexible, industry specific solutions; software, technology, advice, guidance and expertise built over 40 years of servicing their specific market. Great Software solutions don't happen without great people. We have the best software solutions for our market because we have the best people., You 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."