Director, Product Support

Inspiren

. 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 .

Posted 6/23/2026full-timeRemote • 🇺🇸 United StatesLead💰 $260,000 - $300,000 per yearWebsite

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

8+ years in product/customer support, technical operations, or client support function, with 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 — 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.

Benefits

Comp & perks

Health insurance
Dental insurance
Vision insurance
Flexible PTO

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

operational transformationAI integrationautomationmetrics analysisCSATresolution timeFRTcross-functional planningsupport trends analysis

Soft Skills

leadershipcommunicationinfluence without authoritycustomer-first cultureteam buildinganalytical thinkingsystemic thinkingresilienceaccountability