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Trapeze Group develops integrated transit technology for public transportation agencies. Its SaaS and enterprise software supports bus and rail asset management, fixed-route planning and scheduling, route optimization, real-time passenger information, trip planning, mobility-on-demand, paratransit, workforce operations, safety compliance, bus stop management, and electric vehicle integration. The company also provides training and professional services, helping more than 100 transit agencies improve planning, operational reliability, compliance, and the passenger experience. Its business spans transport technology, B2B software, and services for public transit organizations, making Trapeze Group relevant to professionals exploring careers in transit software and mobility technology.
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.
Description
- 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
Requirements
- 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
Benefits
- 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
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