Manager, Customer Care

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

Job Summary:The Manager, Customer Care is a frontline people leader responsible for the day-to-day performance, coaching, and operational execution of a team of Application Support Analysts who support one or more MoD products. This role drives consistent service delivery, manages escalations within the team, and champions a customer-first culture grounded in accountability and continuous improvement.The Manager works closely with Customer Care leadership to implement operational priorities, maintain SLO attainment, and develop ASA talent. This role is expected to apply AI tools and modern support practices to improve team productivity, knowledge quality, and customer outcomes. Reports to the Director, Customer Care.Job Description:In the USA, this job profile is EXEMPT and will be not eligible for paid overtime.Compensation Range: The expected compensation range for this position is $110,000 - $120,000 annually, based on skills, experience, qualifications, and location.ResponsibilitiesTeam Leadership & People DevelopmentLead, coach, and develop a team of Application Support Analysts across assigned product linesConduct regular one-on-ones, performance reviews, and growth conversations with direct reportsSet clear individual and team expectations aligned to Customer Care scorecards and SLOsIdentify skill gaps and partner with the Director to develop targeted learning and development plansFoster a team culture of accountability, customer focus, and continuous improvementSupport onboarding of new team members and facilitate structured knowledge transferOperational Execution & Service DeliveryMonitor team queues and workload distribution to ensure timely resolution within published service levelsServe as the primary escalation point for complex or high-priority customer issues within the teamInvestigate technical problems to determine root cause and coordinate resolution with Development and ProductIdentify patterns in support volume, recurring issues, and service gaps; develop and execute mitigation plansEnsure seamless customer transitions from implementation to steady-state support through active handover participationMaintain current knowledge of assigned MoD product lines and participate in release readiness activitiesAI & Operational InnovationActively use AI tools to improve personal effectiveness, accelerate root-cause analysis, and streamline documentation and communication workflowsIdentify and recommend opportunities to apply AI-assisted capabilities within the team (e.g., ticket deflection, knowledge base enrichment, response drafting)Champion adoption of approved automation, self-service, and knowledge management tools within the teamContribute to the Customer Care AI and innovation agenda by surfacing team-level use cases and outcomes to the DirectorKnowledge & Quality ManagementReview and maintain the quality and accuracy of knowledge articles, community content, and documentation within assigned product areasLead team efforts to create and update reusable troubleshooting resources, reducing time-to-resolution and support dependencyReinforce consistent application of support best practices and quality standards across the teamIdentify and document recurring product issues to support Development and Product prioritizationCross-Functional CollaborationCollaborate with Development and Product teams to facilitate issue resolution, communicate support trends, and contribute to product improvementPartner with the Customer Engagement & Adoption team to support at-risk account interventions and coordinated customer outcomes where applicableParticipate in user group seminars, webinars, and customer-facing sessions to strengthen product knowledge and customer relationshipsContribute to the enhancement request process by surfacing customer feedback and team observations to Product leadershipQualifications5+ years of progressive experience in technical customer support or customer care environments2+ years of direct people management experience, including performance management and coachingDemonstrated ability to manage team workload, service levels, and escalations in a fast-paced, mission-critical support environmentExperience identifying and implementing process improvements that improve team productivity and service qualityActively 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 evolvesComfortable championing AI-assisted practices within a team and coaching others through adoptionFamiliarity with modern support platforms, CRM systems, and knowledge management toolsStrong troubleshooting skills with the ability to investigate and resolve complex technical issuesExcellent communication and interpersonal skills; effective working across teams and with customersWorking knowledge of MoD-specific products or comparable transit/paratransit software preferredBachelor's degree in a related discipline or equivalent combination of education and experienceTransit, paratransit, or public sector technology experience an assetProficiency in CRM systems and MS Office applicationsWillingness to travel to customer sites, user groups, and management meetings (estimated 10% of work year)Availability for after-hours on-call support as neededWorker Type:RegularNumber of Openings Available:1