Director of Customer Care

Job not on LinkedIn

🔥 11 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🔴 Lead

💝 Customer Support

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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equivant

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1984

🏛️ Government

⚖️ Legal

☁️ SaaS

Government • Legal • SaaS

equivant is a company dedicated to enhancing the justice ecosystem by providing innovative solutions that streamline processes, improve communications, and boost efficiency for justice agencies. With a focus on the entire justice process from incident to outcome, equivant offers resources and expertise tailored to the needs of courts, corrections, and supervision systems, ensuring that all stakeholders have access to necessary information and tools for better decision-making.

📋 Description

• Lead the Customer Care organization supporting equivant Court's product portfolio • Own planning, budget, hiring, and organizational design; build staffing and coverage models to scale with the customer base • Develop team leads through coaching, performance standards, and individual development plans • Own support strategy, including SLAs, KPIs, queue health, and coverage across products and time zones • Establish and own the escalation framework and serve as senior escalation point for high-severity or high-visibility customer issues • Implement and manage on-call and after-hours support coverage • Own support tooling strategy, including Zendesk and related platforms • Lead AI and automation adoption to improve ticket-resolution throughput and speed, reduce manual effort, and streamline workflows • Analyze support data to identify trends and systemic issues and translate findings into staffing, process, and product recommendations • Partner with Product, Development, QA, and Deployment leadership to prioritize fixes, coordinate resolution, and feed customer feedback into the roadmap • Engage directly with court customers daily and conduct regular onsite check-ins • Continuously streamline Customer Care workflows and team structure as AI and automation mature • Represent Customer Care to leadership by reporting on performance, trends, risks, and investment needs • Partner with Security and Compliance to operate within security and compliance controls, including support for a SOC 2 program • Lead the team through change and foster accountability, ownership, and continuous improvement

🎯 Requirements

• Bachelor's degree in Business Administration, Information Technology, Computer Science, or a related field, or equivalent experience • 8+ years in customer support, technical support, or customer service • 4+ years in leadership, including experience managing managers or team leads • Demonstrated ownership of support operations for enterprise or B2B software, including SLA and KPI definition and accountability • Experience owning budget, headcount planning, and hiring for a support or service function • Strong people-leadership track record: coaching leaders, performance management, and organizational design • Experience with Zendesk or comparable ticketing and support platforms • Data-driven approach using support metrics to guide decisions and drive measurable improvement • Significant hands-on exposure to AI and automation in support environments, with experience using them to improve ticket-resolution throughput and speed and to streamline support operations • Excellent communication and stakeholder-management skills, with executive presence across technical and non-technical audiences • Ability to lead through change and to build or mature a function • Willingness to travel for regular onsite customer check-ins, approximately 25–35% • ITIL 4 Foundation or equivalent service-management grounding preferred • Background in legal tech, court or case management systems, or other complex, regulated business software preferred • Working familiarity with web applications preferred • Experience supporting multiple product lines simultaneously, including legacy products preferred • Familiarity with SOC 2 or similar compliance obligations preferred • Knowledge of Document Management Systems and imaging technologies preferred • Experience with workforce management or support-forecasting tooling preferred • Demonstrated, quantified results from AI-driven support transformation preferred

🏖️ Benefits

• Regular employment • Remote work arrangement • Regular onsite customer check-ins • AI and automation adoption to improve support operations • Professional development through individual development plans