Director, Product Support Jobs in New York, New York, United States
Create alert for “Director, Product Support”
New York, New York, United States
You've reached the end
Try refining your search for more options
Director, Product Support
Top Benefits
About the role
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 $260,000-$300,000 + equity + benefits (including medical, dental, and vision) Flexible PTO Location: Remote, US or Canada - NYC preferred
About Inspiren
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.