Head of Customer Support & Experience (HubSpot Enabled)

Zipliens; United States; Remote; USD 180,000 - 243,000; Full time

Benefits offered by this job

Health coverage

HSA contributions

Flexible spending accounts

Short-term disability

Long-term disability & Life/AD&D

401(k) match

PTO & holidays

Parental leave

Job summary

Zipliens is seeking a VP of Customer Support to build the support function from the ground up in the United States. You will own inbound, reactive support for law firm clients and design a scalable, AI-forward operations model centered in HubSpot.

You will partner with Product, Engineering, Finance, Sales and Marketing; start hands-on, set vision, configure systems, establish reporting, and plan the team build-out 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, including tiers, service levels, routing, knowledge base, quality assurance, and reporting.
• Hands-on experience configuring a support platform. HubSpot experience strongly preferred; other tools acceptable.
• Experience implementing omnichannel intake, including integrating phone and chat with a ticketing system.
• Comfort operating as both an individual contributor and a leader: able to work the queue and configure systems while designing the organization.
• Experience defining and reporting support metrics such as first response, resolution time, backlog, customer satisfaction, and cost to serve.
• Experience aligning on escalation service levels with engineering or product teams.
• Practical experience applying AI in support, such as triage, deflection, knowledge generation, or agent assist.
• Strong analytical and written communication skills; ability to build a business case for executives.
• Experience in legal services, personal injury, or related professional services preferred.
• Bachelor's degree required. Focus in business, law, or related field preferred.
• Ability to travel up to 10%, primarily for offsites and industry events.

Responsibilities

• Own the support vision, strategy, and outcomes, translating priorities into goals and an operating plan.
• Work the queue and configure systems in the first phase while the function is being built.
• Propose team structure, role definitions, hiring sequence, and capacity model.
• Run regular metrics reviews and reporting to the CCO and executive team.
• Define data flows to ensure support agents have visibility into history and operations.
• Own HubSpot configuration and reporting for tickets, routing, SLAs, knowledge base, and automation.
• Define channel rollout for form submissions, chat, phone, and social.
• Integrate phone into HubSpot and manage coverage and staffing.
• Create and maintain support playbooks, SOPs, macros; collaborate on knowledge base strategy.
• Tier 1/1.5/2 triage; define what is resolved in Support and what is escalated.
• Agree on Tier 3 targets with Engineering and Product; set quality standards.
• Collaborate with Product, Engineering, Finance, Sales, Marketing; drive cross-functional initiatives.
• Apply AI to improve resolution time and cost to serve; measure impact.

Skills

7+ years in customer support

Leadership in support

HubSpot configuration

Omnichannel intake

AI in support

Data-driven reporting

Cross-functional collaboration

Education

Bachelor's degree

Tools

HubSpot

Zendesk / Intercom/ Salesforce

Job description

Zipliens is seeking a VP of Customer Support to build the support function from the ground up in the United States. You will own inbound, reactive support for law firm clients and design a scalable, AI-forward operations model centered in HubSpot.

You will partner with Product, Engineering, Finance, Sales and Marketing; start hands-on, set vision, configure systems, establish reporting, and plan the team build-out as volume grows.