VP, Customer Support Transformation

Zipliens; Oregon; Hybrid; USD 180,000 - 243,000; Full time

Benefits offered by this job

Private Health Care Plan (Medical, &nD

Company HSA contributions

Flexible Spending Accounts (Health & &

Job summary

Zipliens, a leading lien resolution company, seeks a VP of Customer Support to build and own the support function from the ground up. You will design omnichannel operations, own HubSpot configuration, and establish tiers, SLAs, and reporting with cross-functional partners across Product, Engineering, Finance, and Sales.

You will start hands-on, set the vision, and progressively build the team, defining capacity and hiring plans while driving a data-driven culture that improves first response,

Qualifications

• 7+ years in customer support or support ops in B2B SaaS or tech-enabled services.
• Experience building/rebuilding a support function with tiers, SLAs, knowledge base, QA and reporting.
• Hands-on experience configuring a support platform; HubSpot preferred; other tools acceptable.

Responsibilities

• Own the support vision, strategy, and outcomes.
• Work queue and configure systems in the first phase while building the function.
• Propose team structure, hiring sequence, and capacity model.
• Run regular metrics reviews and reporting to executives.

Skills

Leadership

Strategic thinking

Cross-functional collaboration

Communication

Change management

Education

Bachelor's degree

Tools

HubSpot

Zendesk

Intercom

Salesforce Service Cloud

Job description

Zipliens, a leading lien resolution company, seeks a VP of Customer Support to build and own the support function from the ground up. You will design omnichannel operations, own HubSpot configuration, and establish tiers, SLAs, and reporting with cross-functional partners across Product, Engineering, Finance, and Sales.

You will start hands-on, set the vision, and progressively build the team, defining capacity and hiring plans while driving a data-driven culture that improves first response,