Head of Customer Support & Experience

Zipliens; Somerset (AL); On-site; USD 180,000 - 243,000; Full time

Benefits offered by this job

Private Health Care Plan (Medical, D&D

Company HSA contributions for HDHP

Flexible Spending Accounts (Health & 1

Company-Paid Short-Term Disability

Voluntary Long-Term Disability, Life,

401(k) Plan with Company Match

Paid Time Off

Paid Parental Leave

Job summary

Zipliens is seeking a VP of Customer Support to build the support function from the ground up. You will own inbound support for law firms, design omnichannel HubSpot configuration, and establish reporting standards, SLAs, and cost-to-serve models.

You will work closely with Customer Success, Product, Engineering, and Finance to scale the function, define roles, and create a roadmap for an enterprise or white-glove tier as volume grows.

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 rebuilding a support function with tiers, SLAs, routing, knowledge base, QA, and reporting.
• Hands-on experience configuring a support platform; HubSpot preferred; other systems acceptable.

Responsibilities

• Own the support vision, strategy, and outcomes, translating company priorities into an operating plan.
• Work the queue and configure systems during the build phase while leading through others as the team scales.
• Propose team structure, hiring sequence, and capacity model with clear career paths.

Skills

HubSpot

Leadership

SaaS

Omnichannel

Data reporting

AI in support

Cross-functional collaboration

Education

Bachelor's degree

Tools

HubSpot

Zendesk

Intercom

Salesforce Service Cloud

Job description

Zipliens is seeking a VP of Customer Support to build the support function from the ground up. You will own inbound support for law firms, design omnichannel HubSpot configuration, and establish reporting standards, SLAs, and cost-to-serve models.

You will work closely with Customer Success, Product, Engineering, and Finance to scale the function, define roles, and create a roadmap for an enterprise or white-glove tier as volume grows.