Director, Product Support
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InspirenHealthtech, Senior Living
Remote, US or CanadaFull-TimeDirector
Salary$160,000-$190,000 + 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
- Cross-functional Team LeadershipData analyticsChange Management
Requirements
- 8+ years of experience in product/customer support, technical operations, or client support.
- 3+ years of experience in a leadership role.
- Proven experience leading operational transformation, including incorporating AI or automation.
- Familiarity with enterprise support platforms such as Salesforce Service Cloud.
- Conversant in AI/LLM tooling and automation.
- Analytically strong with the ability to identify systemic trends.
- Strong cross-functional partnership and communication skills to influence without authority.
- Experience in healthtech or a regulated environment is preferred.
- Demonstrated ability to build accountable, resilient, and customer-obsessed teams.
Responsibilities
- Own the vision and strategy for product support, defining best-in-class service levels and a phased transformation roadmap.
- Lead, develop, and retain a high-performing team of internal staff and outsourced partners.
- Architect a scalable foundation for AI-augmented support and lead its implementation.
- Turn metrics like CSAT, resolution time, and FRT into actionable, cross-functional plans to address root causes.
- Manage escalations and high-impact issues to ensure they drive organizational improvement.
- Build and evolve the support tech stack, focusing on AI-ready infrastructure.
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