Customer Care Manager: AI-Driven Support Leader

Trapeze; United States; Remote; USD 110,000 - 120,000; Full time

Job summary

Trapeze in the United States seeks a Manager, Customer Care to lead a team of Application Support Analysts responsible for MoD product support, driving service excellence and continuous improvement. You will coach preventively, manage escalations, and ensure alignment with SLOs and customer-first culture.

You will partner with Customer Care leadership to implement priorities, enhance knowledge quality, and develop talent.

Qualifications

• 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.
• Experience identifying and implementing process improvements that improve team productivity and service quality.
• Actively applies AI tools (e.g., large language models, AI-assisted writing, workflow automation) in day-to-day work; committed to expanding AI fluency as the capability evolves.

Responsibilities

• 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 clear individual and team expectations aligned to Customer Care scorecards and SLOs.
• Identify skill gaps and partner with the Director to develop targeted learning and development plans.
• Foster a team culture of accountability, customer focus, and continuous improvement.
• Support onboarding of new team members and knowledge transfer.
• Monitor team queues and workload distribution to ensure timely resolution within SLAs.
• Serve as the primary escalation point for complex issues; coordinate with Development and Product.
• Investigate problems to determine root cause; identify patterns and mitigation plans.
• Maintain current knowledge of MoD product lines and participate in release readiness.

Job description

Trapeze in the United States seeks a Manager, Customer Care to lead a team of Application Support Analysts responsible for MoD product support, driving service excellence and continuous improvement. You will coach preventively, manage escalations, and ensure alignment with SLOs and customer-first culture.

You will partner with Customer Care leadership to implement priorities, enhance knowledge quality, and develop talent.