Director of Customer Care

equivant Court • United States - Ohio, OH

6d • Hybrid

About The Position

Equivant is seeking a Director of Customer Care to lead its Customer Care organization, which supports a portfolio of approximately ten current and legacy court case management products. This role reports to the CIO and is responsible for the strategy, structure, budget, and staffing of a team of about 20 analysts and team leads. The Director will define standards, metrics, and an escalation model to ensure excellent court customer support. They will collaborate with Product, Development, QA, Operations, and Deployment leaders to address recurring customer issues and drive product and process improvements. This is a hands-on, customer-facing leadership position involving daily customer engagement and regular onsite check-ins to build relationships and understand customer needs. The role will also focus on adopting AI and automation to enhance ticket-resolution efficiency and streamline team operations. The goal is to build and mature the function to scale with a growing customer base while adhering to Equivant's security and compliance requirements.

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, including 4+ years in leadership with 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; proven, measurable results are a strong differentiator
• 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 rather than only run an established one
• Willingness to travel for regular onsite customer check-ins (approximately 25–35%)

Nice To Haves

• Background in legal tech, court or case management systems, or other complex, regulated business software
• Working familiarity with web applications and the ability to engage technically with the team
• Experience supporting multiple product lines simultaneously, including legacy products
• ITIL 4 Foundation or equivalent service-management grounding
• Experience standing up or significantly maturing a support function
• Familiarity with operating a support team within SOC 2 or similar compliance obligations
• Knowledge of Document Management Systems and imaging technologies
• Experience with workforce management or support-forecasting tooling
• Demonstrated, quantified results from AI-driven support transformation, for example, measurable gains in resolution time, first-contact resolution, ticket deflection, or cost-to-serve

Responsibilities

• Lead the Customer Care organization supporting equivant Court's product portfolio
• Own planning, budget, hiring, and organizational design for the function; build the staffing and coverage model needed to scale with the customer base
• Develop the leadership layer: coach and manage team leads, own performance standards, and create individual development plans
• Own the support strategy, including SLAs, KPIs, queue health, and coverage across products and time zones
• Establish and own the escalation framework; serve as the senior escalation point for high-severity or high-visibility customer issues
• Implement and manage the team's on-call and after-hours support model, ensuring appropriate coverage for high-severity customer issues
• Own the support tooling strategy (Zendesk and related platforms) and lead the adoption of AI and automation to measurably improve ticket-resolution throughput and speed, reduce manual effort, and streamline the team’s workflows
• Use support data to identify trends and systemic issues, and translate them into staffing, process, and product recommendations
• Partner with Product, Development, QA, and Deployment leadership to prioritize fixes, coordinate resolution, and feed voice-of-customer into the roadmap
• Engage directly with court customers daily to build relationships, gather firsthand feedback, and ensure customers feel supported and heard
• Continuously streamline Customer Care workflows and team structure as AI and automation mature, reinvesting freed capacity into faster resolution and a stronger customer experience
• Represent Customer Care to leadership, reporting on performance, trends, risks, and investment needs
• Partner with Security and Compliance to ensure the team handles customer data and operates within equivant's security and compliance controls, including support for a SOC 2 program
• Lead the team through change, fostering a culture of accountability, ownership, and continuous improvement

What This Job Offers

• Job Type: Full-time
• Career Level: Director