Manager, Customer Care

Trapeze Group

. Lead, coach, and develop a team of Application Support Analysts across assigned product lines .

Posted 10/6/2026full-timeRemote • United StatesMid-LevelSenior💰 $110,000 - $120,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership in managing and developing a team of Application Support Analysts while ensuring high-quality customer support and service levels. Proficient in utilizing AI tools and modern support platforms to enhance productivity and streamline processes.

Highest-signal resume keywords

Team LeadershipAI Tool UtilizationTechnical TroubleshootingPerformance ManagementCustomer Support Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical Customer SupportProcess ImprovementTroubleshootingService Level ManagementKnowledge ManagementPerformance ReviewsWorkload DistributionRoot Cause AnalysisAI-Assisted WritingCRM Systems

Soft Skills

CoachingCommunicationInterpersonal SkillsAccountabilityCustomer Focus

Tools & Technologies

AI ToolsKnowledge Management ToolsMS Office ApplicationsModern Support Platforms

Industry Keywords

MoD ProductsTransit SoftwareParatransit SoftwarePublic Sector TechnologyCustomer Engagement

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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