Director, Product Support

Inspiren•New York, NY

5d•$260,000 - $300,000•Remote

About The Position

Inspiren is seeking a strategic, customer-obsessed Director, Product Support to lead and transform its support function. The ideal candidate will have a clear vision for best-in-class support, a critical eye for necessary evolution, and the operational rigor to execute, all while maintaining a strong focus on the customer experience. This role involves evaluating and refining the existing support foundation, architecting a scalable model where AI acts as a force multiplier, and empowering the team to focus on complex, high-judgment tasks such as resolving difficult issues, managing escalations, and improving service quality. The position is for an individual with a critical perspective, a defined point of view, and the experience to back it up, including evolving a support function with AI.

Requirements

8+ years in product/customer support, technical operations, or client support function.
At least 3 years in a leadership role.
Proven experience leading operational transformation, including incorporating AI or automation into a support function.
A genuine point of view on best-in-class support, benchmarking against industry leaders.
Analytically strong and systemically minded, connecting support trends to upstream issues and driving cross-functional plans.
Familiarity with enterprise support platforms (e.g., Salesforce Service Cloud).
Conversant in AI/LLM tooling and automation.
Excellent communicator and cross-functional partner, able to influence without authority.
Ability to translate operational complexity for executive audiences.
A people-first leader who builds accountable, customer-obsessed, and resilient teams.

Nice To Haves

Healthtech or a regulated environment experience preferred.

Responsibilities

Own the vision and strategy for product support, defining best-in-class service levels and building a phased roadmap for transformation.
Lead, develop, and retain a high-performing support team, including internal staff and outsourced partners, fostering a resilient, customer-first culture.
Architect the path to AI-augmented support by assessing workflows, tooling, and team capabilities, and leading the implementation and refinement of AI solutions.
Utilize key metrics (CSAT, resolution time, FRT) to identify systemic drivers and partner with Product, Engineering, QA, and Clinical Success to address root causes.
Own escalation and issue management, resolving high-impact issues with urgency and ensuring patterns inform organizational improvements.
Build and manage the support tech stack, evaluating and evolving platforms with an eye toward AI-ready infrastructure.