VP of Customer Support

ZipLiens•Somerset, KY

3d•$179,000 - $243,000

About The Position

Zipliens is seeking a VP of Customer Support to build its support function from the ground up. Reporting to the Chief Customer Officer and working within the Customer Experience department alongside the VP of Customer Success, this role owns inbound, reactive support for the firms using Zipliens and establishes the operating foundation needed to make support consistent, measurable, and scalable. This is a greenfield, hands-on leadership opportunity. HubSpot is the core platform, and the VP will design and configure omnichannel support in it, integrate other channels and tools as needed, set support strategy, systems, reporting standards, and propose the organization’s growth as volume and complexity warrant. The role initially works directly on the queue and systems, then transitions toward leading a team as hiring is approved. The primary customers are law firm users. The role will also help define a support experience for claimants where firms want that service. It partners across Customer Success, Product, Engineering, Lien Resolution Operations, Finance, Sales, Marketing, and integration partners. Priorities include defining the support operating model and coverage, launching omnichannel intake, establishing Tier 3 escalation service levels, setting baseline metrics, developing an AI-forward support model with human review where needed, proposing team structure and capacity, and evaluating an enterprise or white-glove support tier.

Requirements

At least 7 years of experience in customer support, technical support, or support operations within B2B SaaS or tech-enabled services, including at least 3 years in a leadership role.
Experience building or materially rebuilding a support function, including tiers, service levels, routing, knowledge base, quality assurance, and reporting.
Hands-on experience configuring a support platform.
Experience implementing omnichannel intake, including integrating phone and chat with a ticketing system.
Ability to operate as both an individual contributor and a leader, working the queue and configuring systems while designing the organization.
Experience defining and reporting support metrics such as first response, resolution time, backlog, customer satisfaction, and cost to serve.
Experience aligning escalation service levels with Engineering or Product teams.
Practical experience applying AI in support, such as triage, deflection, knowledge generation, or agent assistance.
Strong analytical and written communication skills, including the ability to build a business case and present it to executives.
Bachelor's degree required.
Ability to travel up to 10%, primarily for company offsites and support industry events.
Must be authorized to work in the United States without employer-sponsored visa support now or in the future.

Nice To Haves

HubSpot experience is strongly preferred; experience with comparable tools such as Zendesk, Intercom, or Salesforce Service Cloud is acceptable.
Experience in legal services, personal injury, litigation-adjacent technology, or a related professional services industry.
A bachelor's degree focused in business, law, or a related field.

Responsibilities

Own the support vision, strategy, outcomes, goals, and operating plan.
Work the support queue and configure systems directly during the initial build-out, then lead through others as the team is approved and hired.
Propose team structure, role definitions, hiring sequence, and capacity model; build clear career paths as the team grows.
Run regular support metrics reviews and reporting for the Chief Customer Officer and executive team.
Define requirements and data flows that give support agents visibility into portal data, case status, Customer Success data, customer history, and operational context.
Own HubSpot support configuration and reporting, including ticketing, routing, deflection, service levels, knowledge base utilization, and automation.
Define channel strategy and rollout across forms, chat, phone, and social channels.
Integrate phone into HubSpot and define coverage, voicemail handling, and staffing.
Create and maintain support playbooks, SOPs, macros, and internal help content, with owners and a review cadence; partner with Enablement on knowledge base content and strategy.
Own Tier 1/1.5/2 technical support and define what Support resolves, what it routes elsewhere, and the scope of triage-level services support.
Agree on Tier 3 response and resolution targets with Engineering and Product.
Set quality, coaching, and customer satisfaction standards and report on performance.
Partner with Product and Engineering on customer communications during incidents and known issues.
Design the support experience for law firm users and help define an optional claimant support experience for firms.
Use cost-to-serve, segmentation data, and market research to develop an enterprise or white-glove service-level recommendation with the CFO, CEO, and CCO.
Provide support contact-reason data and trends to the Voice of Customer program and Product prioritization.
Identify and implement AI uses in triage, deflection, knowledge base creation, and agent assistance; define where human review is required.
Measure automation’s effects on quality, customer satisfaction, and cost to serve, and adjust accordingly.
Partner with Customer Success and Lien Resolution Operations to ensure smooth customer handoffs without requiring customers to repeat themselves.
Partner with Product and Engineering on bug triage, Tier 3 service levels, release readiness, and defect trends.
Partner with Finance on cost-to-serve analysis, headcount modeling, and business cases for new service levels.
Partner with Sales and Marketing on help center content, release communications, and customer-facing materials.
Coordinate with integration partners on API support and service-level commitments for mutual customers, including cross-platform issue triage and handoffs.