VP of AI-Driven Customer Support (Lien Resolution)

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

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.