Support Team Lead

About the Role

At Klipboard we offer a flexible hybrid work policy: three days in the office and two days from home.

Klipboard delivers integrated trading and business management solutions across distributive trade. We support clients from small traders to multinational enterprises.

• Support customers with issues related to the Kerridge
  
  CS application.
• Resolve complex problems using investigative and analytical skills.
• Identify and replicate issues requiring software change by Development.
• Work with the Support Team and other departments to provide solutions to customers.
• Manage day‑to‑day operations of a team of Application Support Analysts.
• Ensure the team delivers high‑quality support in accordance with SLAs.
• Assist and mentor team members to resolve problems and queries.
• Build and maintain good relationships with customers and internal departments.
• Motivate, develop and train the Support Team.

• Motivate and lead the team.
• Assist the team with complex problems.
• Prioritise workload.
• Analyse workload by customer or module.
• Identify training needs.
• Recommend improvements and new initiatives.

• Extensive customer‑focused experience in a service‑oriented environment.
• Good knowledge of Support team procedures and practices.

• In‑depth knowledge of KCS Application Software.
• Experience mentoring or developing Support personnel.

• Strong leadership, motivational and coaching skills.
• Ability to communicate with all customer levels.
• Investigation skills for unfamiliar problems.
• Systematic and logical problem‑solving approach.
• Excellent written and verbal communication.
• Professional, organized and able to prioritise workload.
• Adaptable, positive and proactive.
• Capable of working under pressure.
• Strong customer‑service orientation.

Candidates from South Africa should be ready to discuss how they would manage South African team members.

We are committed to diversity, equity and inclusion. We encourage applicants from all backgrounds to apply, even if they do not meet every criterion.