Manager, Customer Care

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $110k - $120k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

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Trapeze Group

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🚗 Transport

☁️ SaaS

🤝 B2B

Transport • SaaS • B2B

Trapeze Group is a provider of integrated transit technology and software for public transportation agencies. Its solutions include enterprise asset management for bus and rail, fixed-route planning and scheduling, route optimization, traveler experience (real-time passenger information and trip planning), mobility-on-demand and paratransit, workforce and operations management, risk/incident and safety compliance, bus stop and electric vehicle integration, plus training and services. Trapeze serves transit agencies (100+ cited) with enterprise-grade software and services to improve reliability, planning, operations, and rider experience.

📋 Description

• Lead, coach, and develop a team of Application Support Analysts across assigned product lines • Conduct regular one-on-ones, performance reviews, and growth conversations with direct reports • Set individual and team expectations aligned to Customer Care scorecards and SLOs • Identify skill gaps and develop targeted learning and development plans with the Director • Foster accountability, customer focus, and continuous improvement • Support onboarding and facilitate structured knowledge transfer • Monitor team queues and workload distribution to ensure timely resolution within service levels • Serve as the primary escalation point for complex or high-priority customer issues • Investigate technical problems, determine root causes, and coordinate resolutions with Development and Product • Identify support patterns, recurring issues, and service gaps; develop and execute mitigation plans • Participate in customer transitions from implementation to steady-state support • Maintain knowledge of assigned MoD product lines and participate in release readiness activities • Use AI tools to improve productivity, root-cause analysis, documentation, and communication workflows • Recommend and champion AI-assisted capabilities, automation, self-service, and knowledge management tools • Surface team-level AI use cases and outcomes to the Director • Review and maintain knowledge articles, community content, and product documentation • Lead creation and updating of reusable troubleshooting resources • Reinforce support best practices and quality standards • Document recurring product issues for Development and Product prioritization • Collaborate with Development and Product on issue resolution, support trends, and product improvement • Partner with Customer Engagement & Adoption on at-risk account interventions and customer outcomes • Participate in user group seminars, webinars, and customer-facing sessions • Surface customer feedback and team observations to Product leadership

🎯 Requirements

• 5+ years of progressive experience in technical customer support or customer care environments • 2+ years of direct people management experience, including performance management and coaching • Demonstrated ability to manage team workload, service levels, and escalations in a fast-paced, mission-critical support environment • Experience identifying and implementing process improvements that improve team productivity and service quality • Actively applies AI tools, including large language models, AI-assisted writing, and workflow automation, in day-to-day work • Commitment to expanding AI fluency as the capability evolves • Comfortable championing AI-assisted practices within a team and coaching others through adoption • Familiarity with modern support platforms, CRM systems, and knowledge management tools • Strong troubleshooting skills with the ability to investigate and resolve complex technical issues • Excellent communication and interpersonal skills; effective working across teams and with customers • Working knowledge of MoD-specific products or comparable transit/paratransit software preferred • Bachelor's degree in a related discipline or equivalent combination of education and experience • Transit, paratransit, or public sector technology experience an asset • Proficiency in CRM systems and MS Office applications • Willingness to travel to customer sites, user groups, and management meetings, estimated at 10% of the work year • Availability for after-hours on-call support as needed

🏖️ Benefits

• Willingness to travel to customer sites, user groups, and management meetings (estimated 10% of work year) • Regular employment • Exempt status in the USA; not eligible for paid overtime