Support Team Lead

KERRIDGE COMMERCIAL SYSTEMS CORP•Oakville, ON

15h•Onsite

About The Position

Klipboard provides specialist software, services, and support for integrated trading and business management solutions to companies in the distributive trade globally. With deep expertise in ERP/SaaS solutions, Klipboard serves a diverse clientele including wholesalers, distributors, merchants, and retailers, ranging from small traders to multinational enterprises. The company has offices in the UK, Ireland, The Netherlands, South Africa, Kenya, and North America. Klipboard's mission is to design and deliver high-performance, integrated ERP solutions that enable distributive trade customers to optimize sourcing, stocking, sales, and service operations. Klipboard is a growing global business that leverages AI and emerging technologies to improve customer outcomes, collaboration, and continuous improvement. They seek individuals who are curious about AI, open to change, and eager to learn how technology can enhance work processes and customer support, always grounded in human insight and communication. Following its acquisition by Klipboard (formerly KCS) in February, RAM Global Solutions Ltd is entering a new phase of growth with over 2 million monthly platform logins and a rapidly expanding customer base in the UK and North America. This role is fully office-based in Ontario, Canada.

Requirements

3+ years of experience in customer service or support, with at least 1-2 years in a supervisory role.
Experience in a SaaS or tech environment, with familiarity supporting software users.
Proficiency with CRM and helpdesk tools (e.g. Salesforce, Intercom).
Strong leadership, coaching, and problem-solving skills.
Excellent communication and customer-facing skills.
Ability to analyse data and translate insights into process improvements.

Nice To Haves

Bachelor’s degree in business, communications, or related field (preferred).

Responsibilities

Supervise, train, and mentor a team of CSRs to deliver top-tier customer support via phone, email, and chat.
Set performance goals, monitor KPIs (e.g., response time, resolution rate, CSAT scores), and provide regular feedback.
Conduct one-on-one coaching and team training to enhance product knowledge and service skills.
Foster a positive, customer-centric team culture.
Resolve financial queries and coordinate with the UK finance team to process payments.
Manage inbound escalations and collaborate with North America/UK leadership for retention efforts.
Oversee daily operations, ensuring timely and effective resolution of customer issues (e.g., technical troubleshooting, billing, account management).
Refine support processes, including ticketing systems, escalation paths, and knowledge base usage.
Ensure CSRs are proficient in the SaaS platform’s features and updates for accurate guidance.
Handle escalated customer issues, ensuring swift resolution.
Oversee inventory control and stock management processes to maintain optimal inventory levels across all product categories.
Monitor stock movements, conduct regular audits, implement efficient storage solutions, and collaborate with procurement and sales teams to anticipate demand fluctuations.
Develop and maintain inventory management systems, analyze stock data to identify trends and inefficiencies, resolve discrepancies, and recommend process improvements.
Monitor team and individual performance metrics (e.g., ticket volume, first-call resolution, customer retention).
Prepare and present regular reports to management on team performance, customer feedback, and trends.
Provide actionable insights to improve customer experience and reduce churn.
Maintain accurate records in CRM.
Work with Customer Success, Product, and Sales teams to address customer needs and improve the SaaS platform.
Relay customer feedback to management and product teams to inform feature development and enhancements.
Collaborate with management to align customer service goals with company objectives.