"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 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."
Equal Opportunities
As 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.
If you require any help, adjustments and/or support during the interview and offer process then please advise our TA or HR team.
Research 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!
To 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.
#LI-Hybrid
Skills Required
- Demonstrable experience in a similar IT support role
- Experience managing a department in a technical IT services environment
- Ability to work under pressure in a fast-paced environment
- Excellent written and verbal communication skills for explaining technical information clearly
- Ability to produce high-quality, detailed documentation and reports
- Experience adhering to, implementing, and improving SLAs, OLAs, and KPIs
- Evidence of delivering productivity, innovation, and quality improvements in a similar role
- Confidence and ability to motivate and lead a team
- Ability to make decisions under pressure
- Understanding of customer business priorities and urgency
- Business and commercial awareness
- Awareness of IT culture
- Forward-thinking and proactive approach
- Ability to multitask
- Knowledge and experience of Microsoft SQL Server or PostgreSQL
- Knowledge of ERP or business IT systems
- ITIL qualification
Klipboard Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Klipboard and has not been reviewed or approved by Klipboard.
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Healthcare Strength — Medical insurance is part of the package, and the overall benefits are sometimes described as strong with rare company-covered items. In some locations, HSA-plan options and employer contributions are available.
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Retirement Support — A pension with life and risk coverage and a 401(k) are offered, with matching referenced in some contexts. This establishes a baseline of long-term financial protection.
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Leave & Time Off Breadth — PTO and flexible time off are available alongside a hybrid schedule of three days in office and two remote. These policies support work-life balance across many roles.
Klipboard Insights
What We Do
Klipboard | Business Management Software Solutions Klipboard (formerly Kerridge Commercial Systems) delivers industry-leading, cloud-based business management software to companies across distribution, automotive, retail, rental, manufacturing, transport management, and field service sectors. Powering Business Growth Since 1976 For over 45 years, we've partnered with 50,000+ customers worldwide, helping them modernise operations, increase efficiency, and stay ahead of evolving market demands. With 1,600+ professionals across offices in the UK, North America, South Africa, Australia, The Nordics and Benelux we provide localised expertise with global scale. Comprehensive Solutions to Make Your Day-to-Day Simpler Our integrated software ecosystem includes: - Cloud ERP and business management systems - Mobile applications and eCommerce platforms - Field service management and route optimisation - Warehouse management and asset tracking - CRM, ePOS and digital payment solutions - Business intelligence and data analytics - Your Trusted Digital Transformation Partner We don't just provide software - we understand your industry's unique challenges and design solutions that evolve with your business. Our mission is to deliver the visibility, control, and agility you need to drive sustainable growth. Join Our Growing Team We're hiring talented professionals. Explore career opportunities at Klipboard. Ready to transform your business? Visit for more information and to book a demo: www.klipboard.com (UK) www.klipboard.com/en-us/ (US & Canada) www.klipboard.com/en-za/ (South Africa) www.klipboard.com/en-au/ (Australia) www.klipboard.com/nl-nl/ (Netherlands) www.klipboard.com/nl-be/ (Belgium) www.klipboard.com/sv-se/ (Sweden)
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