VP of Customer Support & Experience

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

Benefits offered by this job

Health care plan

HSA contributions

Health FSA

Short-term disability

Long-term disability & life insurance

401(k) plan

Paid time off

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 support for law firm users, design omnichannel capabilities in HubSpot, and set the foundation for scalable operations with a focus on measurable outcomes.

You will lead the strategy, define reporting standards, and collaborate with Product, Engineering, Finance, and Marketing to deliver a best-in-class client experience.

Qualifications

• 7+ years in customer support or related roles in B2B SaaS.
• 3+ years in leadership or building support teams.
• Experience configuring a support platform (HubSpot preferred).
• Experience with omnichannel intake and escalation processes.

Responsibilities

• Own the support vision, strategy, and outcomes.
• Set up omnichannel intake and reporting.
• Define Tier 3 service levels with Eng and Product.
• Lead cross-functional partnerships with Success, Product, Eng, and Finance.

Skills

Leadership experience

SaaS knowledge

Analytical skills

Communication skills

HubSpot experience

Education

Bachelor's degree

Tools

HubSpot

Zendesk

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 support for law firm users, design omnichannel capabilities in HubSpot, and set the foundation for scalable operations with a focus on measurable outcomes.

You will lead the strategy, define reporting standards, and collaborate with Product, Engineering, Finance, and Marketing to deliver a best-in-class client experience.