Director, Product Support

Summary

Join Inspiren as their Director, Product Support and lead their global support team, refining support models and key performance metrics. You will build and manage the support tech stack, partnering with other departments to improve product usability. This role requires 8+ years of experience in client operations or customer support, with at least 3 years in a leadership role within healthtech. A strong analytical mindset and excellent communication skills are essential. The annual salary is $150,000-$190,000 + equity + benefits, and the position is remote in the US. Inspiren offers flexible PTO.

Requirements

• 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

Responsibilities

• 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

Benefits

• Medical, dental, and vision
• Flexible PTO