Support Team Lead

Role summary

Support Team Lead is a full-time role at KERRIDGE COMMERCIAL SYSTEMS CORP in Bromsgrove, England, United Kingdom (hybrid). Posted 2026-10-14. Experience level: 5-10.

Job title

Support Team Lead

Company

KERRIDGE COMMERCIAL SYSTEMS CORP

Location

Bromsgrove, England, United Kingdom

Work arrangement

hybrid

Employment type

full-time

Category

Software Engineering

Experience level

5-10

Date posted

2026-10-14

Job 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."

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.

Key Responsibilities:

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.

Required Qualifications and Experience

Essential

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

The 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.

Company Info

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 fle