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Trapeze Group
Trapeze Group
1.001 – 5.000 Angajați
B2BSaaSTransport
Trapeze Group dezvoltă tehnologii integrate pentru agențiile de transport public. Soluțiile sale SaaS și software-ul pentru companii sprijină gestionarea activelor de autobuze și trenuri, planificarea și programarea rutelor fixe, optimizarea rutelor, furnizarea de informații în timp real pentru pasageri, planificarea călătoriilor, serviciile de mobilitate la cerere, transportul pentru persoane cu dizabilități, operațiunile privind forța de muncă, conformitatea cu cerințele de siguranță, gestionarea stațiilor de autobuz și integrarea vehiculelor electrice. Compania oferă, de asemenea, instruire și servicii profesionale, ajutând peste 100 de agenții de transport să își îmbunătățească planificarea, fiabilitatea operațională, conformitatea și experiența pasagerilor. Activitatea sa acoperă tehnologia pentru transporturi, software-ul B2B și serviciile pentru organizațiile de transport public, ceea ce face ca Trapeze Group să fie relevantă pentru profesioniștii interesați de cariere în software pentru transporturi și tehnologii de mobilitate.
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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.

USStatele Unite ale Americii
110.000 $ – 120.000 $ / an
RemoteNormă întreagăNivel mediuSeniorLimbă Obligatorie: englezăAsistență clienți

Descriere

  • 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

Cerințe

  • 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

Beneficii

  • 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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