Director, Product Support
About the company Inspiren offers the most complete and connected ecosystem in senior living. Founded by Michael Wang, a former Green Beret turned cardiothoracic nurse, Inspiren proves that compassionate care and technology can coexist - bringing peace of mind to residents, families, and staff. Our integrated solutions seamlessly fit into existing workflows, capturing everything happening within a community. Backed by nurse specialists and powerful analytics, we provide the data operators need to make informed clinical and operational decisions - driving efficiency, profitability, and better care outcomes. About the role We are looking for a strategic, customer-obsessed Director, Product Support to lead and transform our support function. You'll bring a clear vision for what best-in-class looks like, a critical eye for what needs to evolve to get there, and the operational rigor to make it happen - without losing sight of the customer experience along the way. You'll evaluate our existing foundation, sharpen it, and architect a model built for scale — one where AI serves as a force multiplier and your people are empowered to focus on the complex, high-judgment work that matters most: resolving difficult issues, owning escalations, and continuously raising the bar on service quality. This is a role for someone who comes in with a critical eye, a point of view, and the experience to back it up, including evolving a support function with AI. What you’ll do Own the vision and strategy for product support — define what best-in-class looks like, including what should be the scaling service levels with our customers, and build a phased roadmap to get there, balancing long-term transformation with near-term service quality Lead, develop, and retain a high-performing support team — including internal staff and outsourced partners — hiring and growing support team members who build a resilient, customer-first culture ready for both today's demands and tomorrow's operating model Architect the path to AI-augmented support — assess current workflows, tooling, and team capabilities to design a scalable foundation that positions us to layer in AI effectively, then lead implementation and ongoing refinement Turn metrics into action — own key metrics such as CSAT, resolution time, and FRT, but go deeper: identify systemic drivers and partner with Product, Engineering, QA, and Clinical Success to address root causes and close. Own escalation and issue management — resolve high-impact issues with urgency and ensure patterns surface as actionable input across the organization Build and manage the support tech stack — evaluate and evolve the platforms powering the operation today with an eye toward AI-ready infrastructure About you 8+ years in product/customer support, technical operations, or client support function, with at least 3 years in a leadership role — healthtech or a regulated environment preferred Proven experience leading operational transformation, including incorporating AI or automation into a support function A genuine point of view on best-in-class support — you benchmark against industry leaders and bring that perspective into every strategic decision Analytically strong and systemically minded — you connect support trends to upstream issues and drive cross-functional plans to resolve them Familiar with enterprise support platforms (Salesforce Service Cloud or similar) and conversant in AI/LLM tooling and automation Excellent communicator and cross-functional partner — able to influence without authority and translate operational complexity for executive audiences A people-first leader who builds teams that are accountable, customer-obsessed, and resilient through change Details The annual salary for this role is $160,000-$190,000 + equity + benefits (including medical, dental, and vision) Flexible PTO Location: Remote, US or Canada - NYC preferred