ZipliensHiring

VP of Customer Support

  • Remote, United States
  • Executive
  • Posted 2 days ago
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In one line

First support leader at a lien resolution company serving personal injury law firms. Remote, hands-on at first, building the function in HubSpot.

About the role

The role is remote and reports to the Chief Customer Officer, sitting next to the VP of Customer Success. Support is being built from scratch, so the first phase is individual work: strategy, systems, reporting, then a proposed team.

At a glance

Pay
Not stated in the posting
Remote scope
Remote, United States
Seniority
Executive
Skills
HubSpot, Omnichannel support, Capacity planning
Posted
27 Oct 2026
Last checked
29 Oct 2026

What you will do

  • Set the support strategy: tiers, scope, channels, coverage hours and what support owns
  • Configure omnichannel intake in HubSpot, starting with forms, then chat and phone
  • Set reporting baselines for response time, resolution, backlog, satisfaction and cost

What they look for

  • Experience owning a support function or building one from the ground up
  • Hands-on with HubSpot or a similar platform for omnichannel support setup
  • Comfortable working the queue directly before a team is hired
  • Able to design team structure, roles and hiring sequence tied to volume
  • Used to working with Engineering and Product on escalation and severity levels

Nice to have

  • Experience with claimant or consumer-facing support alongside business clients
  • Interest in AI-forward support: knowledge base, self-service, triage, agent assist

First 90 days

  • Define the support operating model, including tiers, channels and coverage hours
  • Stand up omnichannel intake in HubSpot with forms, chat and phone
  • Set reporting standards and a baseline for response, resolution and satisfaction
  • Draft a team build-out plan with roles, hiring order and a capacity model

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Claude

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Questions about this job

Is this a remote job, and where can I work from?

The posting lists it as remote for people in the United States.

What does this job pay?

No pay range is stated in the posting.

What experience is needed?

It is an executive role. The posting asks for: experience owning a support function or building one from the ground up; hands-on with HubSpot or a similar platform for omnichannel support setup; comfortable working the queue directly before a team is hired. Skills it names include HubSpot, Omnichannel support, Capacity planning.

How do I apply with Keywordise AI?

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ZipliensRemote, United States
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