Manager, Customer Care

Trapeze Group is seeking a Manager, Customer Care to lead a team of Application Support Analysts supporting MoD products. The role is responsible for people development, service delivery, escalations, AI-enabled operational improvement, knowledge management, and cross-functional collaboration with Development, Product, and customer-facing teams.

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 facilitate structured knowledge transfer
• Monitor team queues and workload distribution to ensure timely resolution within published service levels
• Serve as the primary escalation point for complex or high-priority customer issues within the team
• Investigate technical problems to determine root cause and coordinate resolution with Development and Product
• Identify patterns in support volume, recurring issues, and service gaps; develop and execute mitigation plans
• Ensure seamless customer transitions from implementation to steady-state support through active handover participation
• Maintain current knowledge of assigned MoD product lines and participate in release readiness activities
• Actively use AI tools to improve personal effectiveness, accelerate root-cause analysis, and streamline documentation and communication workflows
• Identify 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 team
• Contribute to the Customer Care AI and innovation agenda by surfacing team-level use cases and outcomes to the Director
• Review and maintain the quality and accuracy of knowledge articles, community content, and documentation within assigned product areas
• Lead team efforts to create and update reusable troubleshooting resources, reducing time-to-resolution and support dependency
• Reinforce consistent application of support best practices and quality standards across the team
• Identify and document recurring product issues to support Development and Product prioritization
• Collaborate with Development and Product teams to facilitate issue resolution, communicate support trends, and contribute to product improvement
• Partner with the Customer Engagement & Adoption team to support at-risk account interventions and coordinated customer outcomes where applicable
• Participate in user group seminars, webinars, and customer-facing sessions to strengthen product knowledge and customer relationships
• Contribute to the enhancement request process by surfacing customer feedback and team observations to Product leadership

Requirements:

• 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
• Demonstrated ability to manage team workload, service levels, and escalations in a fast-paced, mission-critical support environment
• 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
• Comfortable championing AI-assisted practices within a team and coaching others through adoption
• Familiarity with modern support platforms, CRM systems, and knowledge management tools
• Strong troubleshooting skills with the ability to investigate and resolve complex technical issues
• Excellent communication and interpersonal skills; effective working across teams and with customers
• Bachelor's degree in a related discipline or equivalent combination of education and experience
• Proficiency in CRM systems and MS Office applications
• Working knowledge of MoD-specific products or comparable transit/paratransit software preferred
• Transit, paratransit, or public sector technology experience an asset