Support Team Lead Job Bromsgrove England UK,Customer Service/HelpDesk

"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:

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…