> Markdown version of [/jobs/ext/3765080-support-team-lead](https://www.wearedevelopers.com/jobs/ext/3765080-support-team-lead). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Support Team Lead - **Company:** Klipboard. Kerridge Commercial Systems (kcs) - **Location:** Bromsgrove, UK (Remote available) - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Artificial Intelligence, Software as a Service, PostgreSQL, Microsoft SQL Server, Sentiment Analysis, Information Technology - **Published:** October 16, 2026 - **Apply:** https://www.careerjet.co.uk/job/gbb96b3cc0dbdf1ff8257ff5fedf984c57/eaa ## About the Role * Good IT skills with demonstrable experience in a similar IT support role * Experience of departmental management in a technical IT services environment * Ability to work under pressure in a fast-paced environment * Excellent communication skills, both written and verbal, to convey technical information in a clear and concise manner * Consistently produce high quality and detailed documentation and reports * Experience of adhering to, implementing and improving service metrics i.e., SLAs, OLAs and KPIs * Evidence of delivering productivity, innovation and quality in a similar role * Confident leader, with the natural ability to motivate and lead a team * Decision maker under pressure * Understands priority and urgency of customers business requirements * Business/commercial awareness * IT culture awareness * Forward thinking/proactive nature * Multi-tasker Desirable * Knowledge and experience of Microsoft SQL Server or Postgres * Knowledge of ERP or business IT systems * ITIL Qualified ## Description 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 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. Klipboard 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. Motivating 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., Ensure a first-class service to our customers: * Motivation and leadership of Helpdesk staff, promoting hard work, "no blame" attitude and a positive message * To maintain an up-to-date knowledge of supported applications and developments. * Keep abreast of industry standards and implement as required to develop service * Work with other areas of business to improve holistic service delivery * Develop self to keep the service and department up to date with external market * Provide a role-model/aspirational figure within the team, delivering daily examples of expected levels of performance, self-development and "can do" attitude * Identify and lead on tangible continuous improvement to better serve our customers * Provide input into department strategy and lead on strategy implementation * To undertake such training as deemed appropriate to the post held Take care of your direct reports: * Perform regular 1-2-1 sessions to ensure well-being and career progression * Ensure training, development and innovation activities for team * Coach directs to ensure standards are maintained and improved * Ensure action is taken on customer satisfaction surveys and other feedback * Provide escalation support for customers and/or team Customer Success Elements * Increase Renewal Rates and Reduce Churn * Monitor and Manage customer service delivery focusing on KPI achievement and call reduction * Ensure that all customers receive an efficient, professional, high quality and consistent support in accordance with the Service Level Agreement * Manage SLA adherence and customer satisfaction from transition/ deployment through to on-going BAU service in line with contractual service levels and deliverables * Attend service review meetings with customers. Goal is to improve customer satisfaction and initiatives * Advocate for the customer within the Company * Develop a customer reporting pack presented to the customer base * Implement and manage service improvement initiatives * Be the go to person for escalations for customers ensuring customers have a get well plan for addressing their issues * Measure and monitor Customer Sentiment proactively implementing strategies to improve this for customers.