Customer Operations Lead

Trapeze Group

. Own the customer experience after the sale .

Posted 11/12/2026full-timeRemote • Canada, United StatesSenior💰 $100,000 - $110,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing customer experience post-sale, leading SaaS implementations, and configuring enterprise software solutions. Proficient in project management, data migration, and integration troubleshooting while effectively communicating with clients and stakeholders.

Highest-signal resume keywords

SaaS ImplementationProject ManagementRequirements GatheringTechnical SupportData Migration

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Configurable Enterprise SoftwareIntegration TroubleshootingTechnical DocumentationData AnalysisTicketing System Management

Soft Skills

Training SkillsPresentation SkillsClient CommunicationProblem-SolvingFeedback Collection

Tools & Technologies

API ToolsSQLSSOTicketing System

Industry Keywords

Public-Sector TechnologySafety Management SystemsEHS SoftwareGRC SoftwareFTA PTASP

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Own the customer experience after the sale
Onboard new agencies and take existing agencies into new use cases
Run support that keeps agencies productive after go-live
Lead new-agency implementations end to end, from kickoff and discovery through configuration, testing, training and go-live
Learn agency workflows and pain points and turn them into effective product configuration
Plan and execute data migration from scoping through validation and production load
Manage project risks, communicate status and ensure milestones are met
Hold regular post-go-live administrator office hours
Answer questions, assist with configuration, coach administrators toward self-sufficiency and collect feedback
Reproduce and document defects, escalate them to Development and keep customers informed through resolution and ahead of releases
Set up and maintain integrations with agencies’ external systems
Diagnose integration errors, identify root causes and restore data flow
Build and maintain repeatable playbooks, knowledge-base content, configuration guidance and troubleshooting runbooks
Analyze ticket and error trends to identify recurring issues and product improvement opportunities
Represent the customer voice to Product through feature proposals and documented gaps
Support Sales with scoping and realistic implementation commitments and flag expansion opportunities

Requirements

What you’ll need

Minimum of 5 years of client-facing experience in SaaS implementation, professional services, technical support or technical account management
Proven delivery of configurable enterprise software implementations from discovery through go-live
Technical leaning, with comfort reading technical logs and system behavior to isolate failures; production coding is not required
Strong requirements gathering and documentation skills
Confident training and presentation skills with front-line users and senior leadership
Ability to accommodate Eastern time hours when needed
Some travel expected for larger projects
Experience running a support queue against response targets in a ticketing system is nice to have
Experience at a transit or public-sector technology vendor, or familiarity with FTA PTASP (49 CFR Part 673) and Safety Management Systems concepts is nice to have
Experience with safety, risk, EHS or GRC software is nice to have
Hands-on technical exposure such as API tools, SQL or SSO is nice to have
Experience in an early-stage, high-growth or new-product environment, or building structure and process, is nice to have

Benefits

Comp & perks

Fully remote work
Flexible hours, with ability to accommodate Eastern time hours
Opportunities to support Sales at industry events
Growth opportunities toward people leadership or senior/principal individual-contributor roles
Stability and resources of Trapeze and Modaxo
Proven product, solid documentation and established foundation