Manager, Customer Care

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead, mentor, and enhance the capabilities of a team of Application Support Analysts across designated product lines

• Conduct regular one-on-one meetings, performance evaluations, and discussions focused on growth with direct reports

• Establish individual and team expectations that align with Customer Care scorecards and Service Level Objectives (SLOs)

• Identify skill deficiencies and collaborate with the Director to create targeted learning and development plans

• Promote accountability, customer-centricity, and a culture of continuous improvement

• Assist in onboarding and facilitate well-structured knowledge transfer processes

• Oversee team queues and workload distribution to ensure timely issue resolution within established service levels

• Act as the main escalation point for complex or high-priority customer concerns

• Investigate technical issues, identify root causes, and coordinate solutions with Development and Product teams

• Recognize support trends, recurring challenges, and service gaps; develop and implement mitigation strategies

• Engage in customer transitions from implementation to consistent support

• Maintain an up-to-date understanding of assigned MoD product lines and take part in release readiness initiatives

• Utilize AI tools to enhance productivity, root cause analysis, documentation, and communication workflows

• Advocate for and promote AI-assisted functionalities, automation, self-service, and knowledge management solutions

• Highlight team-level AI use cases and results to the Director

• Review and update knowledge articles, community content, and product documentation

• Lead the creation and revision of reusable troubleshooting materials

• Reinforce best practices in support and uphold quality standards

• Document recurring product issues for prioritization by Development and Product teams

• Collaborate with Development and Product on issue resolution, support trends, and product enhancements

• Partner with Customer Engagement & Adoption on interventions for at-risk accounts and customer outcomes

• Participate in user group seminars, webinars, and customer engagement sessions

• Convey customer feedback and team insights to Product leadership

⛳️ Requirements

• Over 5 years of progressive experience in technical customer support or customer care settings

• More than 2 years of direct people management experience, including performance management and coaching

• Proven capability to manage team workload, service levels, and escalations in a fast-paced, critical support environment

• Experience in identifying and implementing process improvements that enhance team productivity and service quality

• Actively utilizes AI tools, such as large language models, AI-assisted writing, and workflow automation in daily tasks

• Committed to advancing AI fluency as the technology evolves

• Comfortable advocating for AI-assisted practices within a team and guiding others through the adoption process

• Familiarity with contemporary support platforms, CRM systems, and knowledge management tools

• Strong troubleshooting abilities with the capacity to investigate and resolve intricate technical issues

• Excellent communication and interpersonal abilities; effective at collaborating across teams and with customers

• Working knowledge of MoD-specific products or similar transit/paratransit software is preferred

• Bachelor's degree in a relevant field or a comparable combination of education and experience

• Experience in transit, paratransit, or public sector technology is an advantage

• Proficiency in CRM systems and MS Office applications

• Willingness to travel to customer locations, user groups, and management meetings, estimated at 10% of the work year

• Availability for after-hours on-call support as required

🏝️ Benefits

• Willingness to travel to customer sites, user groups, and management meetings (estimated 10% of work year)

• Regular employment

• Exempt status in the USA; not eligible for paid overtime