Inspiren - Director, Product Support
Requirements
• 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 • Details • The annual salary for this role is $260,000-$300,000 + equity + benefits (including medical, dental, and vision) • Location: Remote, US or Canada - NYC preferred
Responsibilities
• 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 • Own the vision and strategy for product support • 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 • Lead, develop, and retain a high-performing support team • 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 • Architect the path to AI-augmented support • 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. • Turn metrics into action • Own escalation and issue management — resolve high-impact issues with urgency and ensure patterns surface as actionable input across the organization • Own escalation and issue management • Build and manage the support tech stack — evaluate and evolve the platforms powering the operation today with an eye toward AI-ready infrastructure
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