Desktop Support Manager Jobs in Hamilton, ON (NOW HIRING)

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.

RAM Global Solutions Ltd, a leading provider of vehicle tracking and field service management solutions, is currently seeking a Support Manager to join our growing team in Ontario, Canada. This position is fully office-based (5 days per week).

Following our acquisition by Klipboard (formerly KCS) in February, we’re entering a new and exciting phase of growth. With over 2 million monthly platform logins and a rapidly expanding customer base across the UK and North America, this is a unique opportunity to join a dynamic, forward-thinking organization.

As a Customer Support Executive, you will be responsible for booking installation work with our UK-wide engineer base, ensuring a positive customer experience by providing proactive support, building strong client relationships, and addressing any challenges effectively and professionally. You’ll play a key role in customer retention and operational success.

Key Responsibilities:

Team Management & Leadership:

• 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 UK finance team to take payment where needed.
• Manage inbound escalations and work with North America/UK leadership where needed for retention efforts.

Customer Support Operations:

• Oversee daily operations, ensuring timely and effective resolution of customer issues (e.g., technical troubleshooting, billing, account management).
• Continue to refine support processes (where needed), including ticketing systems, escalation paths, and knowledge base usage.
• Ensure CSRs are proficient in the SaaS platform’s features and updates to provide accurate guidance.
• Handle escalated customer issues as needed, ensuring swift resolution.

Stock Management:

• Responsible for overseeing inventory control and stock management processes to ensure optimal inventory levels are maintained across all product categories.
• This role involves monitoring stock movements, conducting regular audits, implementing efficient storage solutions, and collaborating with procurement and sales teams to anticipate demand fluctuations.
• The ideal candidate will develop and maintain inventory management systems, analyse stock data to identify trends and inefficiencies, resolve discrepancies, and recommend process improvements to minimize costs while ensuring product availability meets customer requirements.

Performance Tracking & Reporting:

• 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

Collaboration & Alignment:

• 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.

Skills, Knowledge and Experience:

• Bachelor’s degree in business, communications, or related field (preferred).
• 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 analyze data and translate insights into process improvements.

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!

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.