Vice President of Customer Support

ZipLiens

. Own Zipliens' customer support vision, strategy, outcomes, and operating plan .

Posted 10/28/2026full-timeRemote • Kentucky • United StatesLead💰 $179,500 - $243,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in building and leading customer support functions, with a strong focus on omnichannel intake, support metrics, and AI integration. Proven ability to configure support platforms like HubSpot and establish effective reporting standards.

Highest-signal resume keywords

Customer Support LeadershipHubSpot ConfigurationOmnichannel Intake ImplementationSupport Metrics DefinitionAI Integration in Support

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SupportTechnical SupportSupport OperationsSupport Function BuildingSupport Metrics ReportingKnowledge Base ManagementQuality AssuranceEscalation ManagementData IntegrationAI Application in Support

Soft Skills

Analytical SkillsWritten CommunicationTeam LeadershipProblem-SolvingCollaboration

Tools & Technologies

HubSpotZendeskIntercomSalesforce Service CloudTicketing Systems

Certifications & Qualifications

Bachelor's Degree

Industry Keywords

B2B SaaSLegal ServicesPersonal InjuryLitigation TechnologyProfessional Services

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Own Zipliens' customer support vision, strategy, outcomes, and operating plan
Build the support function from the ground up, initially working the queue and configuring systems directly
Define support tiers, scope, channels, coverage hours, triage services, and escalation processes
Establish omnichannel intake in HubSpot across forms, chat, phone, and potentially social channels
Configure HubSpot ticketing, routing, deflection, service levels, knowledge base utilization, and automation
Define data flows integrating portal data, case status, CSM data, and customer context
Establish Tier 3 response and resolution targets with Engineering and Product
Set reporting standards for first response, resolution time, backlog, customer satisfaction, contact reasons, and cost to serve
Build an AI-forward support model using knowledge base, self-service, deflection, triage, and agent assist with human review where needed
Create and maintain support playbooks, SOPs, macros, and internal help content
Propose team structure, role definitions, hiring sequence, capacity model, and career paths
Design support experiences for law firm users and, where desired, claimants
Evaluate and recommend an enterprise or white-glove support tier using cost-to-serve, segmentation data, and market research
Provide support trends and contact-reason data to Voice of Customer and Product prioritization
Partner with Customer Success, Product, Engineering, Lien Resolution Operations, Finance, Sales, Marketing, Enablement, and integration partners
Run regular metrics reviews and report to the Chief Customer Officer and executive team
Communicate with customers during incidents and known issues
Track automation effects on quality, customer satisfaction, and cost to serve

Requirements

What you’ll need

7+ years in customer support, technical support, or support operations within B2B SaaS or tech-enabled services, including 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; HubSpot experience is strongly preferred, with Zendesk, Intercom, or Salesforce Service Cloud 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 ability to build a business case and present it to executives
Experience in legal services, personal injury, litigation-adjacent technology, or related professional services industry is preferred
Bachelor's degree required
Ability to travel up to 10%, primarily for company offsites and support industry events
Applicants must be authorized to work in the United States without employer-sponsored visa support now or in the future

Benefits

Comp & perks

Private Health Care Plan (Medical, Dental & Vision)
Company HSA contributions for HDHP participants
Flexible Spending Accounts (Health & Dependent Care)
Company-Paid Short-Term Disability Coverage
Voluntary Long-Term Disability, Life, AD&D, and Supplemental Coverage Options
401(k) Plan with Company Match
Paid Time Off (Vacation, Sick Time & Select Holidays)
Paid Parental Leave
Discretionary bonus opportunity
Company offsites and support industry events