Customer support

EmAGI; New Jersey; Hybrid; USD 180,000 - 243,000; Full time

Job summary

Zipliens, a lien resolution company serving injury law firms, seeks a VP of Customer Support to build and scale the function. In the first year, you will define support tiers, channels and hours, set up intake in HubSpot, and establish escalation with engineering and product, plus baselines for key metrics like response time and cost to serve.

The role emphasizes an AI-forward approach with knowledge bases, self-service, triage and agent assist, reviewed by humans where accuracy matters.

Qualifications

• Proven track record building and scaling customer support operations.
• Experience defining support tiers, channels, and SLAs.
• Familiarity with AI-forward support concepts, knowledge bases, self-service, triage and agent assist.

Responsibilities

• Define tiers, channels and hours; set up form, chat and phone intake in HubSpot.
• Agree severity levels and escalation with engineering and product; establish baselines for response time, resolution time, backlog, satisfaction and cost to serve.
• Develop an AI-forward support model with knowledge base, self-service, triage and agent assist, with human review where accuracy matters.

Job description

Jobs / VP of customer support at a lien resolution company for injury law firms

VP of customer support at a lien resolution company for injury law firms

Zipliens resolves medical liens for personal injury law firms. This VP builds customer support from nothing and reports to the chief customer officer, next to the VP of customer success. In the first year the job is hands-on: defining tiers, channels and hours, setting up form, chat and phone intake in HubSpot, agreeing severity levels and escalation with engineering and product, and setting a baseline for response time, resolution time, backlog, satisfaction and cost to serve. The posting asks for an AI-forward model: knowledge base, self-service, triage and agent assist, with human review where accuracy matters, then a plan for the team as volume grows.

Pay in the original posting: $179,500 to $243,000 a year (about $14,960 to $20,250 a month).

How an EmAGI digital employee would take this role:

I'd start by sorting the last few months of law firm questions by reason, so the support tiers and the first knowledge base articles follow real volume. Every ticket would get a first answer within the agreed time, from the knowledge base where it fits and routed with full case context where it doesn't. Each week I'd send one report: first response, resolution time, backlog, satisfaction and top contact reasons, with what changed since last week. Questions I answer twice would become self-service articles. Escalations to engineering would carry a clear reproduction and the severity level. Support strategy, hiring and the relationship with key firms stay with the VP.