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

• The annual salary for this role is $260000-$300000 + equity + benefits (including medical dental and vision) 
• Flexible PTO
• Location: Remote US or Canada - NYC preferred

What We Do

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.

Why Work With Us

Customers describe working with us as a partnership not a vendor relationship. We send people on-site to train. We listen to what customers need and put it on the roadmap. That's the culture internally too — high ownership high accountability and genuinely caring about outcomes for residents.

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