VP of Customer Support

ZipLiens•Somerset, KY

About The Position

Zipliens is seeking a proactive, results-driven 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 that use Zipliens and establishes the operating foundation needed to make support consistent, measurable, and scalable. The role begins as a hands-on individual contributor who sets strategy, configures systems, defines reporting standards, and proposes future team growth as support volume and complexity warrant. HubSpot is the core support platform for the foreseeable future; the VP will design and configure omnichannel support in HubSpot and integrate other channels and tools as needed. The role’s initial focus includes defining the support strategy and operating model; establishing omnichannel intake through forms, chat, and phone, and recommending whether and when to add social channels; agreeing on Tier 3 service levels and escalation processes with Engineering and Product; setting baseline reporting for response and resolution times, backlog, customer satisfaction, contact reasons, and cost to serve; building an AI-forward support model with human review where accuracy matters; proposing the team structure and capacity model; and evaluating an enterprise or white-glove support tier using cost-to-serve, segmentation data, and market research. The position will also help design a claimant support experience where desired by the law firms Zipliens serves. The VP partners closely with Customer Success, Product, Engineering, Lien Resolution Operations, Finance, Sales, Marketing, Enablement, and integration partners. The role is expected to work the support queue and configure systems directly in the first phase, then lead through an approved and hired team as the function grows. Travel may be required up to 10%, primarily for company offsites and support industry events.

Requirements

At least 7 years of experience in customer support, technical support, or support operations within B2B SaaS or tech-enabled services.
At least 3 years of experience in a leadership role.
Experience building or materially rebuilding a support function, including tiers, service levels, routing, a knowledge base, quality assurance, and reporting.
Hands-on experience configuring a support platform. HubSpot experience is strongly preferred; comparable platforms such as Zendesk, Intercom, or Salesforce Service Cloud are acceptable.
Experience implementing omnichannel intake, including integrating phone and chat with a ticketing system.
Ability to operate as both an individual contributor and a leader, including 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 assist.
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

Experience in legal services, personal injury, litigation-adjacent technology, or a related professional services industry.
A focus in business, law, or a related field.
HubSpot experience.

Responsibilities

Own the support vision, strategy, outcomes, goals, and operating plan, translating company priorities into support objectives.
Work the support queue and configure systems directly while the function is being built, then lead through others as the team is approved and hired.
Propose the support team structure, role definitions, hiring sequence, and capacity model; build a team with clear career paths once approved.
Run regular metrics reviews and reporting for the Chief Customer Officer and executive team.
Define requirements and establish data flows that give support agents visibility into portal data, case status, Customer Success Manager data, customer context, and operational information.
Own HubSpot support configuration and reporting, including ticketing, routing, deflection, service levels, knowledge base utilization, and automation.
Define support channels and sequence the rollout of form submissions, chat, phone, and potentially social channels.
Integrate phone into HubSpot and define coverage, voicemail handling, and staffing so calls and messages do not depend on a single person.
Create and maintain support playbooks, standard operating procedures, macros, and internal help content, with named owners and a review cadence; partner with Enablement on knowledge base content and strategy.
Own Tier 1, Tier 1.5, and Tier 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 around law firm users and help define a claimant support experience for firms that choose it.
Use cost-to-serve data, segmentation data, and market research to propose and develop an enterprise or white-glove service level with the CFO, CEO, and CCO.
Provide contact-reason data and support trends to the Voice of Customer program and inform Product prioritization.
Identify and implement AI uses that improve resolution time, consistency, or cost to serve, including triage, deflection, knowledge base creation, and agent assist; define where human review is required.
Measure automation’s effect on quality, customer satisfaction, and cost to serve, and adjust accordingly.
Partner with the VP of Customer Success and Lien Resolution Operations to support smooth customer transitions between Support, operations, and account management 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 Lien Resolution Operations on services-question routing and alignment of customer-facing commitments with operational execution.
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.
Partner with integration providers on API support and service-level commitments for mutual customers, including cross-platform issue triage and handoffs.