Remote Director of Customer Care & AI-Driven Support

Incognito Software Systems Inc; Northern (KY); Hybrid; USD 110,000 - 150,000; Full time

Job summary

equivant is seeking aDirector of Customer Care to lead the Customer Care organization supporting our Court product portfolio. You will own strategy, budget, staffing, and metrics for a team of roughly 20, coordinating with Product, Development, QA, Operations and Deployment to drive improvements across the portfolio.

You will be hands-on with customers, manage on-call and escalation processes, and steer AI-enabled automation to speed ticket resolution while ensuring security and compliance.

Qualifications

• 8+ years in customer support or service, including 4+ years in leadership with managers
• Experience owning operations for enterprise or B2B software with SLA/KPI accountability
• Experience with Zendesk or comparable ticketing platforms
• Hands-on exposure to AI and automation in support with measurable results

Responsibilities

• Lead the Customer Care organization supporting equivant Court's product portfolio
• Own planning, budget, hiring, and organizational design for the function
• Develop leadership layer and coaching for team leads
• Own the support strategy, including SLAs, KPIs, queue health and coverage
• Establish escalation framework and on-call model
• Lead tooling strategy and AI adoption to improve throughput
• Translate data trends into staffing, process, and product recommendations
• Engage with court customers daily to gather feedback and ensure support
• Represent Customer Care to leadership and manage SOC 2 compliance readiness

Skills

Leadership

Zendesk

AI in support

SLA/KPI management

Budget planning

Education

Bachelor's degree in Business Administration or related field

Tools

Zendesk

Job description

equivant is seeking aDirector of Customer Care to lead the Customer Care organization supporting our Court product portfolio. You will own strategy, budget, staffing, and metrics for a team of roughly 20, coordinating with Product, Development, QA, Operations and Deployment to drive improvements across the portfolio.

You will be hands-on with customers, manage on-call and escalation processes, and steer AI-enabled automation to speed ticket resolution while ensuring security and compliance.