Location: Ulverston, Cumbria.
Reports to: Head of Customer Support
Salary: £36,000+, depending on experience.
Citrus-Lime
Citrus-Lime is a fast-growing SaaS business providing Cloud POS—an end-to-end retail system specifically designed for independent retailers in the Cycle, Equestrian, and Outdoor sectors. Our platform integrates EPOS, Stock Control, Ecommerce, Supplier Data, Payments, Reporting, and more, helping retailers streamline operations, improve customer experiences, and grow sustainably.
We are profitable and financially strong, processing over £750 million in customer revenues annually. Since launching in 2018, we’ve transformed independent Cycle retail in the UK and are now expanding rapidly into Outdoor and Equestrian sectors. Our next phase of growth is international, focusing on the USA, Canada, and Australia.
Our mission is to double our turnover in the next five years, with a strong emphasis on international expansion. As we scale, strong financial control, performance reporting, and commercial insight are critical to supporting our sustainable growth.
About the Role
Our platform is only as valuable as our customers’ ability to use it well. The Training Supervisor is a pivotal role within our Support Team, with ownership of all training activity across the business. Your job is to make sure every Citrus-Lime customer is fully proficient in our products and services and getting genuine value from them as a result.
This is a role with real scope. You’ll shape how training is designed, delivered and improved across remote sessions, on-site visits, webinars and our Knowledgebase, and you’ll manage the Training Coordinator, supporting their growth through regular one to ones and performance reviews.
What the role involves
Training:
- Develop and deliver comprehensive training across all Citrus-Lime solutions.
- Oversee the scheduling of regular remote training sessions and on-site visits.
- Plan and help to deliver regular webinars to promote and train on new products and services.
- Work closely with the Onboarding Team to ensure training is tailored to the needs of each new customer.
- Own the Citrus-Lime Knowledgebase, ensuring it’s clearly structured, up-to-date and useful, so that it serves to reduce enquiries into the Support Team.
- Constantly monitor and evaluate the effectiveness of our training programme, adjusting and refining where required.
- Drive our training offering forwards, innovating with new formats and content, so that every customer gets the best possible service from us.
- Collaborate with the Head of Customer Support and First-Line Supervisor to upskill all members of the Support Team, so they can deliver first-class training to our customers.
Management:
- Supervise and mentor the Training Coordinator, ensuring their growth and development.
- Oversee their workload, ensuring they are always working efficiently.
- Conduct regular one to one meetings, providing the Head of Customer Support with updates on progress.
- Ensure the Training Coordinator’s activities align with Citrus-Lime’s training goals and our customers’ needs.
Skills & Qualifications
Essential:
- Proven experience in teaching or training, whether in a classroom, workplace or customer-facing setting.
- Previous experience managing members of a team.
- Exceptional verbal and written communication skills, with the ability to make complex systems feel simple.
- A strong grasp of ICT skills, including MS Office.
- Able to work to deadlines.
- Resilient and upbeat attitude.
- A desire to see every job completed quickly and to a high standard, and the ability to push other colleagues to deliver on these goals.
- A willingness to travel to visit customers on-site when necessary, including overseas.
Desirable:
- Previous retail experience, especially in the sectors we work with.
- Experience in producing digital training resources, such as webinars, video guides and/or in-app tutorials.
What’s in it for you?
- Full-time position, based at our Head Office in Ulverston.
- Starting salary of £36,000+, depending on experience.
- 20 days holiday plus bank holidays and time off at Christmas.
- Regular 1:1 meetings with Line Manager and annual pay reviews.
- Private healthcare, including dental, optical and mental health support.
- Work alongside passionate and experienced people.
If this sounds like the role for you, we’d love to hear from you. Please send your CV and an accompanying cover letter to [email protected].
