Vice President of Customer Support

🔥 2 minutes ago

🐎 Kentucky – Remote

🐎 Kentucky – Remote

💵 $179.5k - $243k / year

⏰ Full Time

🔴 Lead

💝 Customer Support

👻 Ghost score 20%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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ZipLiens

WebsiteLinkedInAll Job Openings

11 - 50 employees

💼 Consulting

🏥 Healthcare

🛡️ Insurance

Consulting • Healthcare • Insurance

ZipLiens is a company that specializes in personal injury lien resolution services. They offer technology solutions and expert negotiation services to help law firms save time and resources spent on resolving various types of liens, such as healthcare and insurance liens. ZipLiens integrates with personal injury firms to provide significant time and cost savings, improving productivity and profitability. Their services also include process transparency and responsive communications through a customer portal. ZipLiens aims to ensure quality and timely reductions in liens by handling cases related to Medicaid, Medicare, military liens, private health insurance, hospital liens, and more. They are trusted by top law firms across the US for their efficient and effective lien resolution skills.

📋 Description

• Own Zipliens' customer support vision, strategy, outcomes, and operating plan • Build the support function from the ground up, initially working the queue and configuring systems directly • Define support tiers, scope, channels, coverage hours, triage services, and escalation processes • Establish omnichannel intake in HubSpot across forms, chat, phone, and potentially social channels • Configure HubSpot ticketing, routing, deflection, service levels, knowledge base utilization, and automation • Define data flows integrating portal data, case status, CSM data, and customer context • Establish Tier 3 response and resolution targets with Engineering and Product • Set reporting standards for first response, resolution time, backlog, customer satisfaction, contact reasons, and cost to serve • Build an AI-forward support model using knowledge base, self-service, deflection, triage, and agent assist with human review where needed • Create and maintain support playbooks, SOPs, macros, and internal help content • Propose team structure, role definitions, hiring sequence, capacity model, and career paths • Design support experiences for law firm users and, where desired, claimants • Evaluate and recommend an enterprise or white-glove support tier using cost-to-serve, segmentation data, and market research • Provide support trends and contact-reason data to Voice of Customer and Product prioritization • Partner with Customer Success, Product, Engineering, Lien Resolution Operations, Finance, Sales, Marketing, Enablement, and integration partners • Run regular metrics reviews and report to the Chief Customer Officer and executive team • Communicate with customers during incidents and known issues • Track automation effects on quality, customer satisfaction, and cost to serve

🎯 Requirements

• 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 materially rebuilding a support function, including tiers, service levels, routing, knowledge base, quality assurance, and reporting • Hands-on experience configuring a support platform; HubSpot experience is strongly preferred, with Zendesk, Intercom, or Salesforce Service Cloud acceptable • Experience implementing omnichannel intake, including integrating phone and chat with a ticketing system • Ability to operate as both an individual contributor and a leader, including working the queue and configuring 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 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, including ability to build a business case and present it to executives • Experience in legal services, personal injury, litigation-adjacent technology, or related professional services industry is preferred • Bachelor's degree required • Ability to travel up to 10%, primarily for company offsites and support industry events • Applicants must be authorized to work in the United States without employer-sponsored visa support now or in the future

🏖️ Benefits

• Private Health Care Plan (Medical, Dental & Vision) • Company HSA contributions for HDHP participants • Flexible Spending Accounts (Health & Dependent Care) • Company-Paid Short-Term Disability Coverage • Voluntary Long-Term Disability, Life, AD&D, and Supplemental Coverage Options • 401(k) Plan with Company Match • Paid Time Off (Vacation, Sick Time & Select Holidays) • Paid Parental Leave • Discretionary bonus opportunity • Company offsites and support industry events