Director of Customer Care

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

📋 Description

• Oversee the Customer Care division that supports the Equivant Court's product offerings.

• Take charge of planning, budgeting, hiring, and organizational design; create staffing and coverage models to accommodate a growing customer base.

• Mentor team leaders through coaching, performance benchmarks, and tailored development plans.

• Manage the support strategy, which includes SLAs, KPIs, queue management, and coverage across various products and time zones.

• Establish and maintain the escalation framework, acting as the primary escalation point for critical or high-visibility customer issues.

• Implement and oversee on-call and after-hours support coverage.

• Direct the support tooling strategy, incorporating Zendesk and related platforms.

• Lead the integration of AI and automation to enhance ticket-resolution efficiency, minimize manual effort, and optimize workflows.

• Evaluate support data to uncover trends and systemic challenges, translating insights into staffing, process, and product recommendations.

• Collaborate with Product, Development, QA, and Deployment leadership to prioritize fixes, coordinate resolutions, and incorporate customer feedback into the roadmap.

• Interact directly with court customers on a daily basis and conduct regular onsite visits.

• Continuously refine Customer Care workflows and team structure as AI and automation evolve.

• Represent Customer Care to leadership by reporting on performance metrics, trends, risks, and investment requirements.

• Collaborate with Security and Compliance teams to ensure adherence to security and compliance protocols, including support for a SOC 2 program.

• Guide the team through transitions while promoting accountability, ownership, and ongoing improvement.

⛳️ Requirements

• Bachelor’s degree in Business Administration, Information Technology, Computer Science, or a related discipline, or equivalent experience.

• 8+ years of experience in customer support, technical support, or customer service roles.

• 4+ years in a leadership position, with experience managing managers or team leads.

• Proven track record of managing support operations for enterprise or B2B software, including the definition and accountability of SLAs and KPIs.

• Experience managing budgets, headcount planning, and hiring within a support or service role.

• Strong history of effective people leadership: mentoring leaders, performance management, and organizational design.

• Familiarity with Zendesk or similar ticketing and support systems.

• Data-informed approach utilizing support metrics to make decisions and drive measurable enhancements.

• Significant hands-on experience with AI and automation in support settings, utilizing these tools to boost ticket-resolution efficiency and streamline support processes.

• Exceptional communication and stakeholder management abilities, with the capability to engage effectively with both technical and non-technical audiences at the executive level.

• Ability to navigate through change and develop or enhance a functional area.

• Willingness to travel for regular onsite customer visits, approximately 25–35% of the time.

• ITIL 4 Foundation or equivalent experience in service management preferred.

• Experience in legal tech, court or case management systems, or other complex, regulated business software preferred.

• General familiarity with web applications preferred.

• Experience providing support for multiple product lines simultaneously, including legacy products, preferred.

• Understanding of SOC 2 or similar compliance requirements preferred.

• Knowledge of Document Management Systems and imaging technologies preferred.

• Experience with workforce management or support forecasting tools preferred.

• Proven, quantifiable success from AI-driven support transformation preferred.

🏝️ Benefits

• Permanent employment.

• Flexible remote work arrangement.

• Regular onsite customer visits.

• Adoption of AI and automation to enhance support operations.

• Opportunities for professional development through personalized development plans.