Head of Customer Support & AI-Driven Experience

Zipliens; New Jersey; Remote; USD 180,000 - 243,000; Full time

Benefits offered by this job

Health insurance

401(k) with company match

Paid time off

Job summary

Zipliens is seeking a VP of Customer Support to build our support function from the ground up. You will own omnichannel strategy, HubSpot configuration, and reporting, partnering with Customer Success, Product, Engineering, and Finance.

You will balance hands-on execution with organization design, establish SLAs, and scale the team as volume grows, ensuring a high-quality, measurable support experience for law firms and claimants.

Qualifications

• 7+ years in customer support, tech or support operations in B2B SaaS or tech-enabled services.
• Experience building/rebuilding a support function with tiers, service levels, routing, knowledge base and reporting.
• Hands-on experience configuring a support platform (HubSpot preferred).
• Experience implementing omnichannel intake including phone and chat integration.
• Ability to operate as both IC and leader while building the organization.
• Experience defining/reporting key metrics like first response, resolution time, backlog, CSAT and cost to serve.
• Experience aligning escalation SLAs with engineering or product teams.

Responsibilities

• Own the support vision, strategy, and outcomes; translate priorities into an operating plan.
• Work the queue and configure systems during early phase; lead through others as the function grows.
• Design org structure, roles, hiring sequence and capacity model with clear career paths.
• Establish regular metrics reviews and reporting to executives.
• Define requirements for data flows, HubSpot configuration, and omnichannel rollout.
• Create playbooks, SOPs, and knowledge content with owners and review cadence.

Skills

Leadership

Customer support strategy

HubSpot

Omnichannel

Data analysis

Education

Bachelor's degree

Tools

HubSpot

Zendesk

Intercom

Salesforce Service Cloud

Job description

Zipliens is seeking a VP of Customer Support to build our support function from the ground up. You will own omnichannel strategy, HubSpot configuration, and reporting, partnering with Customer Success, Product, Engineering, and Finance.

You will balance hands-on execution with organization design, establish SLAs, and scale the team as volume grows, ensuring a high-quality, measurable support experience for law firms and claimants.