Team Lead, Customer Care

About the company

Trapeze Mobility on Demand is part of Modaxo, a worldwide software organization focused on improving how people move within cities and communities through modern public transportation and mobility technology. Modaxo operates under Constellation Software Inc., a publicly traded global leader in vertical market software.

The business aims to help transit agencies deliver mobility services that are easier to access, more dependable, and centered on rider needs. Its solutions are designed to strengthen inclusive transit, improve the passenger experience, and give agencies the tools to run confidently and efficiently as mobility demands change.

The company also emphasizes a collaborative, learning-focused environment where people can contribute meaningfully, continue growing, and build long-term careers. Strong partnerships with customers, colleagues, and external teams are a core part of how the organization works.

Role overview

The Team Lead, Customer Care is a hands-on player-coach position responsible for guiding, coaching, and developing the Application Support Analyst team on a daily basis. The role owns escalations from start to finish, assigns and balances workload, and helps ensure customer issues are resolved in a way that protects team capacity while maintaining high customer satisfaction.

This position connects frontline issue ownership with people leadership. It involves running team meetings, communicating with stakeholders, supporting staff development, and working closely with the Senior Manager, Customer Care to keep escalations moving, performance on track, and teams aligned across departments.

The Team Lead has authority over day-to-day operational choices related to workload prioritization, escalation handling, and customer support activities, while partnering with the Senior Manager on staffing, performance, and broader strategic matters.

Key responsibilities

• Lead team meetings and share priorities, performance updates, and important initiatives.
• Support Application Support Analysts with daily escalations, workload pressures, and opportunities to strengthen their skills.
• Create a work culture built on accountability, teamwork, and independent decision-making.
• Develop onboarding plans, assist with offboarding handovers, and take part in recruitment tasks such as candidate evaluation and hiring recommendations.
• Work with team members and the Senior Manager on career planning, engagement, and succession readiness.
• Recognize high-potential team members and help prepare them for greater technical or leadership responsibility.
• Assign tasks across the team and communicate changing priorities clearly.
• Track team capacity and workload, adjusting assignments to balance customer needs, service quality, and employee well-being.
• Review operational metrics and look for ways to improve team performance, customer outcomes, and service quality.
• Support the Senior Manager in setting expectations, reviewing progress, and providing coaching and feedback.
• Make everyday operational decisions about support work, issue ownership, and priority handling.
• Manage customer escalations end to end, ensuring timely resolution and clear communication with stakeholders.
• Examine complex or recurring problems to uncover trends, root causes, and long-term fixes.
• Use judgment to decide when broader organizational involvement is needed for an escalation.
• Stay actively involved in difficult or high-priority customer situations and model strong problem-solving behavior.
• Maintain strong knowledge of MoD solutions and act as a trusted resource for customers and internal teams.
• Partner with Product, Applied Research, Professional Services, and other teams to support shared customer results.
• Enable effective communication between Customer Care and cross-functional stakeholders.
• Encourage constructive discussion, manage disagreements, and work toward practical outcomes when priorities conflict.
• Support customer presentations, webinars, and communications when needed.
• Improve documentation standards, knowledge sharing, and process consistency to make the team more scalable and less dependent on individual expertise.
• Identify recurring issues that can be reduced through training, documentation, automation, or workflow changes.
• Recommend and implement process improvements that strengthen team effectiveness and customer results.
• Stay current on new technologies, tools, and industry practices relevant to Customer Care and look for ways to grow the team.

Requirements

• At least 5 years of experience in customer support, technical support, or customer care, including some background in mentoring, coaching, or leading peers.
• Proven ability to lead and develop a team in a fast-moving, customer-facing setting while staying hands-on with escalations.
• Strong analytical and problem-solving ability, including the ability to spot patterns in recurring issues and turn them into training or process improvements.
• Clear communication and conflict-resolution skills, with comfort in delegating work, setting priorities, and shifting workload as demands change.
• Experience contributing to recruiting, onboarding, and career development activities for a team.
• Working knowledge of MoD products such as PASS, FLEX, or ParaCutter, or similar transit/paratransit software.
• Comfort working through ambiguity and helping shape or improve processes as the team and product evolve.
• Transit, paratransit, or public-sector technology experience is considered an advantage, though it is not mandatory.
• Bachelor’s degree or an equivalent mix of education and practical experience.

Additional information

This is a remote role based in Canada or the United States.

The role is a full-time position.

No salary, stipend, number of openings, or start date was specified in the source.