Director, Product Support
New
I
InspirenHealthtech, Senior Living
Remote, US or CanadaFull-TimeDirector
Salary$260,000-$300,000 + equity + benefits
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Job Details
- Experience
- 8+ years in product/customer support, technical operations, or client support function, with at least 3 years in a leadership role
- Required Skills
- Artificial IntelligenceStrategy
Requirements
- 8+ years in product/customer support, technical operations, or client support function.
- At least 3 years in a leadership role.
- Healthtech or regulated environment experience preferred.
- Proven experience leading operational transformation, including incorporating AI or automation into a support function.
- Familiarity with enterprise support platforms (Salesforce Service Cloud or similar).
- Conversant in AI/LLM tooling and automation.
- Analytically strong with experience connecting support trends to upstream issues.
- Excellent communicator capable of influencing without authority and presenting to executives.
- Demonstrated ability to build teams that are accountable, customer-obsessed, and resilient.
Responsibilities
- Own the vision and strategy for product support and define a phased roadmap for service levels.
- Lead, develop, and retain a high-performing support team, including internal staff and outsourced partners.
- Architect the path to AI-augmented support by assessing current workflows and tooling.
- Turn metrics like CSAT and resolution time into action by partnering with Product, Engineering, QA, and Clinical Success.
- Own escalation and issue management to resolve high-impact issues.
- Build and manage the support tech stack, ensuring AI-ready infrastructure.
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