Vice President of Customer Support

This is a fully remote position, open to applicants in Kentucky.

📋 Description

• Take charge of Zipliens' customer support vision, strategy, outcomes, and operational plan.

• Develop the support function from the ground up, initially managing the queue and directly configuring systems.

• Establish support tiers, define scope, channels, coverage hours, triage services, and escalation processes.

• Implement 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 that integrate portal data, case status, CSM data, and customer context.

• Set Tier 3 response and resolution targets in collaboration with Engineering and Product.

• Establish reporting standards for first response, resolution time, backlog, customer satisfaction, contact reasons, and cost to serve.

• Develop an AI-driven support model utilizing knowledge base, self-service, deflection, triage, and agent assist, ensuring human review when necessary.

• Create and maintain support playbooks, standard operating procedures (SOPs), macros, and internal help content.

• Suggest team structure, role definitions, hiring sequence, capacity model, and career pathways.

• Design support experiences for law firm users and, where applicable, claimants.

• Assess and recommend an enterprise or white-glove support tier based on cost-to-serve, segmentation data, and market research.

• Provide support trends and contact-reason data to the Voice of Customer and Product prioritization efforts.

• Collaborate with Customer Success, Product, Engineering, Lien Resolution Operations, Finance, Sales, Marketing, Enablement, and integration partners.

• Conduct regular metrics reviews and report findings to the Chief Customer Officer and executive team.

• Engage with customers during incidents and known issues.

• Monitor automation impacts on quality, customer satisfaction, and cost to serve.

⛳️ Requirements

• Over 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 position.

• Proven experience in building or significantly revamping a support function, including tiers, service levels, routing, knowledge base, quality assurance, and reporting.

• Practical experience in configuring a support platform; HubSpot experience is highly preferred, while Zendesk, Intercom, or Salesforce Service Cloud are also acceptable.

• Experience implementing omnichannel intake, including integrating phone and chat with a ticketing system.

• Capability to function as both an individual contributor and a leader, managing the queue and configuring systems while designing the organization.

• Experience in defining and reporting support metrics such as first response, resolution time, backlog, customer satisfaction, and cost to serve.

• Experience in aligning escalation service levels with engineering or product teams.

• Hands-on experience with applying AI in support contexts, such as triage, deflection, knowledge generation, or agent assist.

• Strong analytical and written communication skills, with the ability to build a business case and present it to executives.

• Preferred experience in legal services, personal injury, litigation-adjacent technology, or related professional services industries.

• A Bachelor's degree is required.

• Willingness 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 either now or in the future.

🏝️ 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.

• Discretionary bonus opportunity.

• Company offsites and support industry events.