Director, Product Support

About the company

Inspiren was created to help operators forge thriving senior living communities.

We use a simple, streamlined platform that protects resident privacy, to optimize community operations at every step. Our technology puts residents first, capturing insights on everything from revenue leakage to staff utilization, while providing an extra layer of oversight, as an extension of your care team.

We know that balancing operations takes time and effort, not to mention careful coordination of many parts – that’s why we offer seamless solutions to guide stronger care decisions. Because while you can’t control any specific event, we believe that data can power communities to live and work better.

Keeping your residents healthy and your staff productive is easy with Inspiren.

Smarter care, on every wall. One room at a time.

About the role

We are looking for a strategic, customer-obsessed Director, Product Support to lead and scale our support function. You’ll own the vision, strategy, and execution of our product support operations, ensuring we deliver fast, reliable, and empathetic service models across channels. As we evolve, your leadership will be critical in building the team, tools, and processes that keep our customers confident and engaged. 

What you’ll do

• Lead and scale a high-performing global support team, including internal staff, outsourced partners, and AI-driven tools
• Refine our product support model, including continuous improvement, vendor evaluation, negotiation, and implementation of key tools and software, as needed
• Own key performance metrics such as CSAT, resolution time, and FRT
• Build and manage support tech stack (ticketing system, chatbot, CRM integration, etc) in partnership with Engineering and Product
• Partner cross-functionally with Product, Engineering, QA, and Clinical Success to create feedback loops and improve product usability and reliability 
• Escalation management to ensure timely resolution of high-impact customer issues
• Hire, mentor, develop support leaders to build a resilient, motivated, and customer-first culture

About you

• 8+ years of experience in client operations or customer support, with at least 3 years in a leadership role
• Proven track record in leading teams in a fast-paced healthtech environment
• Experience designing and implementing client operations
• Strong analytical mindset with experience using data to drive decisions and performance improvement
• Familiarity with support platforms like Zendesk, Salesforce Service Cloud or similar
• Excellent communicator with the ability to influence across departments and present to executive stakeholders
• Passionate about customer experience, team culture, and continuous improvement

• The annual salary for this role is $150,000-$190,000 + equity + benefits (including medical, dental, and vision)
• Flexible PTO
• Location: Remote, US
• Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.