Director, Product Support - Remote

Overview

As the Director of Product Support at Inspiren, you will lead and scale the support function, ensuring fast and reliable service models across channels while building a customer-first culture.

In Short

• Lead a high-performing global support team.
• Refine product support models for continuous improvement.
• Own key performance metrics such as CSAT and resolution time.
• Manage support tech stack in partnership with Engineering and Product.
• Ensure timely resolution of high-impact customer issues.
• Hire and mentor support leaders to build a resilient culture.
• Collaborate cross-functionally to improve product usability.
• Implement client operations in a fast-paced environment.
• Utilize data to drive decisions and performance improvement.
• Communicate effectively with executive stakeholders.

Requirements

• 8+ years in client operations or customer support.
• 3+ years in a leadership role.
• Experience in healthtech environments.
• Strong analytical mindset.
• Familiarity with support platforms like Zendesk.
• Excellent communication skills.
• Passionate about customer experience and team culture.

Benefits

• Annual salary of $150,000-$190,000 + equity + benefits.
• Flexible PTO.
• Medical, dental, and vision benefits.