VP of Customer Support
ZipLiens · Remote · $179,500–$243,000 (stated in the posting)
Zipliens is a leading lien resolution company that specializes in streamlining the lien resolution process for personal injury law firms. We are looking for proactive, results-driven individuals to join our dynamic team.
We are seeking a VP of Customer Support to build Zipliens' support function from the ground up. Reporting to the Chief Customer Officer and sitting within the Customer Experience department alongside the VP of Customer Success, this role owns inbound, reactive support for the firms that use Zipliens, along with the operating foundation that makes that support consistent, measurable, and able to scale.
Owning Customer Support at Zipliens is a greenfield opportunity. HubSpot is our core platform for the foreseeable future, and you will design and configure omnichannel support within it, integrating other channels and tools as needed. You will start as a hands-on individual contributor: setting the vision and strategy, configuring the systems, defining reporting standards, and proposing the team and organization build-out as volume and complexity warrant.
Our primary customers are law firm users. Over time, you will also help design a client support experience for claimants that strengthens our value to the firms we serve and helps them deliver better outcomes for their own clients, where that support is desired. You will partner closely with Customer Success, Product, Engineering, Lien Resolution Operations, Finance, Sales, and Marketing.
In your first year, you will focus on:
- Defining the support strategy and operating model: tiers, scope, channels, hours of coverage, and what Support does and does not own, including triage-level services questions.
- Standing up omnichannel intake in HubSpot, starting with form submissions, adding chat as an option, integrating phone into the same system, and recommending whether and when to add social channels.
- Establishing Tier 3 service levels with Engineering and Product, including severity definitions, handoff criteria, and a shared escalation process.
- Setting reporting standards and a baseline for first response, resolution time, backlog, customer satisfaction, contact reasons, and cost to serve.
- Building an AI-forward support model that combines a knowledge base, self-service, deflection, triage, and agent assist, with human review where accuracy matters.
- Proposing the team and organization build-out, including roles, hiring sequence, and capacity model tied to volume data.
- Evaluating an enterprise or white-glove support tier using cost-to-serve and segmentation data and market research, and bringing a recommendation to the relevant executives.
Requirements
Responsibilities:
Support Strategy & Function Leadership
- Function Ownership: Own the support vision, strategy, and outcomes, translating company priorities into support goals and an operating plan.
- Hands-On Execution: Work the queue and configure systems directly in the first phase while the function is being built, and move to leading through others as the team is approved and hired.
- Org Design & Capacity Planning: Propose the team structure, role definitions, hiring sequence, and capacity model, and build a team with clear career paths once approved.
- Operating Cadence: Run a regular rhythm of metrics reviews and reporting to the CCO and executive team.
Omnichannel Operations & Systems
- Data Integration & Tooling: Define requirements and establish data flows (such as syncing portal data, case status, CSM data, and customer context) to ensure support agents have seamless visibility into customer history and operational data.
- HubSpot Ownership: Own the configuration and reporting of support in HubSpot, including ticketing, routing, deflection, service levels, utilization of the knowledge base, and automation, so the data is trustworthy enough to make decisions on.
- Channel Strategy: Define how customers reach Support across form submissions, chat, phone, and social, and sequence the rollout of each channel.
- Voice Support: Integrate phone into HubSpot and define coverage, voicemail handling, and staffing so that no call or message depends on a single person.
- Documentation: Create and maintain support playbooks, SOPs, macros, and internal help content as living assets with named owners and a review cadence; partner with Enablement on knowledge base content and strategy.
Service Levels, Escalation & Quality
- Tiering & Triage: Own Tier 1/1.5/2 technical support and define what is resolved in Support, what is routed elsewhere, and what triage-level services support looks like for now.
- Tier 3 Service Levels: Agree on response and resolution targets with Engineering and Product for Tier 3 issues.
- Quality Standards: Set quality, coaching, and customer satisfaction standards for the function and report against them.
- Incident Communication: Partner with Product and Engineering on customer communication during incidents and known issues.
Customer Experience & Insight
- Firm Users: Design the support experience around firm users, who are our primary customers.
- Claimant Experience: Help define a client support experience for claimants that supports firms in delivering better client outcomes, for firms that choose it.
- Enterprise Support Model: Use cost-to-serve, segmentation data, and market research to propose and develop an enterprise or white-glove service level with the CFO, CEO, and CCO.
- Voice of Customer Input: Provide contact-reason data and support trends to the Voice of Customer program and to Product prioritization.
AI & Automation
- AI-Forward Support Model: Identify and implement where AI improves resolution time, consistency, and cost to serve, such as triage, deflection, knowledge base creation, and agent assist, and define where human review is required.
- Measurement: Track the effect of automation on quality, customer satisfaction, and cost to serve, and adjust accordingly.
Cross-Functional Partnership
- Customer Success: Partner with the VP of Customer Success as well as Lien Resolution Operations to ensure customers move between Support, ops, and account management without repeating themselves.
- Product & Engineering: Partner on bug triage, Tier 3 service levels, release readiness, and defect trends.
- Lien Resolution Operations: Partner on routing services questions and aligning customer-facing commitments with operational execution.
- Finance: Partner on cost-to-serve analysis, headcount modeling, and the business case for any new service level.
- Sales & Marketing: Partner on help center content, release communication, and customer-facing materials.
- Integration Partners: Partner with our integration partners on API support and on service level commitments for mutual customers, including how issues are triaged and handed off when they span both platforms.
Qualifications:
- 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; experience with comparable tools such as Zendesk, Intercom, or Salesforce Service Cloud is acceptable.
- Experience implementing omnichannel intake, including integrating phone and chat with a ticketing system.
- Comfort operating as both an individual contributor and a leader: able to work the queue and configure 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 on 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.
- Experience in legal services, personal injury, litigation-adjacent technology, or a related professional services industry is preferred.
- Bachelor's degree required. Focus in business, law, or a related field is preferred.
- Ability to travel up to 10%, primarily for company offsites and support industry events.
Benefits
- 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
Pay Disclosure: The total base salary range for this role is $179,500 - $243,000 annually, with the opportunity for a discretionary bonus. Final compensation will be determined based on skills and experience.
Work Authorization: Applicants must be authorized to work in the United States without the need for employer-sponsored visa support now or in the future.