Trapeze Group
Trapeze Group
1,001 – 5,000 कर्मचारी
B2BSaaSपरिवहन
Trapeze Group सार्वजनिक परिवहन एजेंसियों के लिए एकीकृत ट्रांज़िट तकनीक विकसित करता है। इसका SaaS और एंटरप्राइज़ सॉफ़्टवेयर बस और रेल परिसंपत्ति प्रबंधन, निर्धारित मार्गों की योजना और समय-सारणी, मार्ग अनुकूलन, वास्तविक समय यात्री सूचना, यात्रा योजना, मांग-आधारित परिवहन, पैराट्रांज़िट, कार्यबल संचालन, सुरक्षा अनुपालन, बस स्टॉप प्रबंधन और इलेक्ट्रिक वाहन एकीकरण जैसी सुविधाएँ प्रदान करता है। कंपनी प्रशिक्षण और पेशेवर सेवाएँ भी देती है तथा 100 से अधिक परिवहन एजेंसियों को योजना, परिचालन विश्वसनीयता, अनुपालन और यात्री अनुभव बेहतर बनाने में सहायता करती है। इसका व्यवसाय परिवहन तकनीक, B2B सॉफ़्टवेयर और सार्वजनिक परिवहन संगठनों के लिए सेवाओं तक फैला हुआ है, इसलिए Trapeze Group ट्रांज़िट सॉफ़्टवेयर और मोबिलिटी तकनीक में करियर तलाशने वाले पेशेवरों के लिए प्रासंगिक है।

Remote Customer Care Manager at Trapeze Group

Lead Application Support Analysts supporting transit and paratransit software in a remote customer care management role. Improve service delivery, resolve escalations, advance AI adoption, and strengthen customer outcomes.

विवरण

  • Manage, mentor, and develop Application Support Analysts across designated product lines
  • Hold recurring one-to-ones, performance reviews, and career development discussions with direct reports
  • Define individual and team expectations against Customer Care scorecards and service-level objectives
  • Assess capability gaps and create focused learning plans with the Director
  • Build a culture of accountability, customer commitment, and ongoing improvement
  • Guide new-hire onboarding and organized knowledge transfer
  • Track support queues and distribute workloads to meet resolution targets and service levels
  • Act as the lead escalation contact for complex or urgent customer cases
  • Analyze technical issues, establish root causes, and coordinate fixes with Development and Product
  • Spot recurring support trends and service deficiencies, then implement mitigation plans
  • Help move customers from implementation into ongoing support
  • Maintain expertise in assigned MoD products and contribute to release-readiness work
  • Apply AI tools to enhance productivity, root-cause investigation, documentation, and communication
  • Promote AI-enabled features, automation, self-service, and knowledge-management solutions
  • Report team AI use cases and results to the Director
  • Keep knowledge articles, community materials, and product documentation accurate and current
  • Oversee the development and maintenance of reusable troubleshooting materials
  • Uphold support procedures, best practices, and quality expectations
  • Record recurring product defects and issues for Development and Product prioritization
  • Work with Development and Product on issue resolution, support insights, and product enhancements
  • Collaborate with Customer Engagement & Adoption on interventions for at-risk accounts and customer results
  • Take part in user-group seminars, webinars, and other customer-facing events
  • Share customer feedback and team insights with Product leadership

आवश्यकताएँ

  • At least five years of progressively responsible experience in technical customer support or customer care
  • At least two years managing people directly, including coaching and performance management
  • Proven ability to balance team workloads, service levels, and escalations in a fast-moving, mission-critical support setting
  • Experience delivering process improvements that increase team efficiency and service quality
  • Hands-on use of AI tools such as large language models, AI-assisted writing, and workflow automation
  • Willingness to continue building AI fluency as the technology develops
  • Ability to promote AI-supported work practices and guide team adoption
  • Knowledge of contemporary support platforms, CRM applications, and knowledge-management systems
  • Strong diagnostic abilities for investigating and resolving complex technical problems
  • Excellent communication and relationship-building skills when working with customers and cross-functional teams
  • Experience with MoD products or comparable transit and paratransit software is preferred
  • Bachelor’s degree in a relevant field or an equivalent mix of education and experience
  • Experience in transit, paratransit, or public-sector technology is an advantage
  • Proficiency with CRM platforms and Microsoft Office applications
  • Willingness to travel to customer locations, user groups, and management meetings for approximately 10% of the work year
  • Ability to provide after-hours on-call support when required

लाभ

  • Travel to customer locations, user groups, and management meetings may be required for approximately 10% of the work year
  • Regular employment status
  • Exempt position in the United States and not eligible for paid overtime

संबंधित नौकरियाँ

CTG Consulting GmbH

Senior Internal Auditor – Banking

CTG Consulting GmbH

Conduct internal audits for a specialist bank in Munich, focusing on lending, risk controls, and regulatory processes. Prepare reports, track agreed actions, and support external audits and major projects.

खोलें
Naseej

IT and Cybersecurity Internal Auditor

Naseej

Conduct cybersecurity and IT audits for Naseej, a digital transformation technology company, including reviews of National Cybersecurity Authority compliance and disaster recovery. Test controls, document evidence, and assess recovery plans and procedures.

खोलें
Jhpiego

Casual Compliance Support Officer

Jhpiego

Support Jhpiego’s U.S. government compliance program through risk tracking, document control, training, and reporting. Remote position based in Baltimore, Maryland.

खोलें
TÜV TRUST IT Unternehmensgruppe TÜV AUSTRIA

Junior Security Auditor, Electronic Identities and Trust Services

TÜV TRUST IT Unternehmensgruppe TÜV AUSTRIA

Advise on and audit electronic identities and trust services for TÜV’s information security certification work. Assess security controls, report findings, and coordinate complex compliance projects.

खोलें
cyberunity AG

Senior IAM Engineer

cyberunity AG

Develop and operate hybrid identity and access management solutions for enterprise customers. Automate integrations at cyberunity AG, a Swiss IT and information security provider.

खोलें
Cisco

Cisco Consulting Engineer

Cisco

Design and deliver secure networking solutions for complex customer environments across the UK. Apply SD-WAN, software-defined access, AI, and automation to improve infrastructure delivery.

खोलें
GE Vernova

Wind Turbine Controls Engineer at GE Vernova, Salzbergen

GE Vernova

Early-career engineer developing wind turbine control software and hardware, with a focus on validation. Supports testing, technical documentation, and resolution of field issues for GE Vernova Wind products.

खोलें
GE Vernova

Wind Turbine System Simulation Engineer – GE Vernova, Salzbergen

GE Vernova

Model and validate wind turbine systems at GE Vernova, supporting component design, risk analysis, and investigations into field failures. This on-site engineering role is based in Salzbergen, Germany.

खोलें
GE Vernova

Wind Turbine System Simulation Engineer

GE Vernova

Support GE Vernova’s wind energy product development through turbine system modeling, validation, and field failure analysis. The role is based onsite in Salzbergen, Germany.

खोलें
GE Vernova

Wind Turbine Controls Engineer

GE Vernova

Develop and validate wind turbine control software, hardware, and systems at GE Vernova. Support renewable energy products through testing, technical documentation, and resolution of field issues.

खोलें