VP of Customer Support

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. Hub Spot 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 Hub Spot, 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.

• 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.

• 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.
• Hub Spot Ownership:
  Own the configuration and reporting of support in Hub Spot, including ticketing, routing, deflection, service levels, utilization of the knowledge base, and…