Customer Care Manager - AI-Driven Support Leader

Trapeze Group; United States; On-site; USD 110,000 - 120,000; Full time

Job summary

Trapeze Group is seeking a Manager, Customer Care in the United States to lead a team of Application Support Analysts, drive coaching and daily operational execution, and champion a customer-first culture focused on accountability and continuous improvement. The role partners with Customer Care leadership to implement priorities, maintain SLO attainment, and grow talent.

The position requires 2+ years of people management and experience with AI-enabled support practices, travel up to 10% and

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 applying AI tools (e.g., LLMs, AI-assisted writing, workflow automation) in day-to-day work.

Responsibilities

• Lead, coach, and develop a team of Application Support Analysts across assigned product lines.
• Monitor queues and workload to ensure timely resolution within service levels.
• Investigate root causes and coordinate resolution with Development and Product.
• Identify patterns in support volume and implement mitigation plans.
• Foster accountability, customer focus, and continuous improvement within the team.

Job description

Trapeze Group is seeking a Manager, Customer Care in the United States to lead a team of Application Support Analysts, drive coaching and daily operational execution, and champion a customer-first culture focused on accountability and continuous improvement. The role partners with Customer Care leadership to implement priorities, maintain SLO attainment, and grow talent.

The position requires 2+ years of people management and experience with AI-enabled support practices, travel up to 10% and